School IT Team Lead - Tech Ops, Escalations & Reports

VIVA USA Inc; Carlsbad (NM); On-site; USD 60,000 - 90,000; Full time

Job summary

VIVA USA Inc. in Carlsbad, NM seeks a Lead Technician to supervise a team of 8–10 IT technicians supporting all district schools. You will be the primary liaison between the district Technology Department and the on-site crew, ensuring timely issue resolution and thorough documentation.

You will coordinate daily assignments, handle escalations, generate regular reports on tickets and performance, and oversee network, hardware, software, and classroom technology support.

Qualifications

• Minimum 5 years of IT support experience.
• At least 2 years leading or supervising a technician or help desk team.
• Strong troubleshooting across Windows, macOS, and Chromebooks.

Responsibilities

• Supervise the on-site technician team and assign daily work across campuses.
• Act as the main point of contact for the district’s Technology Department leaders.
• Handle escalations and ensure urgent issues are resolved quickly.

Skills

5+ years IT support

2+ years leadership

Troubleshooting Windows/macOS/Chromeb

Networking knowledge

Ticketing systems

Clear communication with district

Valid driver’s license

Tools

ServiceNow

Incident IQ

Jira

Job description

VIVA USA Inc. in Carlsbad, NM seeks a Lead Technician to supervise a team of 8–10 IT technicians supporting all district schools. You will be the primary liaison between the district Technology Department and the on-site crew, ensuring timely issue resolution and thorough documentation.

You will coordinate daily assignments, handle escalations, generate regular reports on tickets and performance, and oversee network, hardware, software, and classroom technology support.