Tech Client Support Lead | Help Desk & Escalations

Cumberland Valley High School; Mechanicsburg (Cumberland County); On-site; USD 65,000 - 90,000; Full time

Job summary

Cumberland Valley School District seeks a Technology Client Support Coordinator to lead district technology support operations for students, staff, and families. You will oversee help desk, ticket management, and escalation processes to ensure timely, high-quality service across devices and resources.

The role emphasizes supervising support staff, maintaining SLAs, and driving improvements in service delivery, with a focus on collaboration with administrators and technology teams.

Qualifications

• Associate degree or higher in information technology, information systems, or a closely related field (or equivalent experience).
• Five years of field tech/IT support experience required, with at least one year of direct supervision preferred.
• Experience in educational environments is a plus.
• Strong communication and customer-service skills are essential.

Responsibilities

• Supervise and coordinate daily activities of technology support staff.
• Monitor SLAs, response times, and performance metrics to ensure quality service.
• Serve as the primary escalation point for complex issues and coordinate resolutions.
• Oversee district-wide help desk operations, including phone support and ticket queues.
• Coordinate tech support for parents and guardians and manage self-service resources.
• Develop and maintain the knowledge base and support documentation.
• Analyze trends to identify issues and drive service improvements.
• Maintain inventory, repair parts, and records of devices.

Skills

Communication

Ticket management

Customer service

Team collaboration

Problem solving

Education

Associate degree or higher in IT or related field

Tools

Ticketing systems

Google Workspace

Microsoft Office

Knowledge base management

Job description

Cumberland Valley School District seeks a Technology Client Support Coordinator to lead district technology support operations for students, staff, and families. You will oversee help desk, ticket management, and escalation processes to ensure timely, high-quality service across devices and resources.

The role emphasizes supervising support staff, maintaining SLAs, and driving improvements in service delivery, with a focus on collaboration with administrators and technology teams.