Technology Client Support Coordinator

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

The Technology Client Support Coordinator will provide leadership and oversight for the district's technology support operations by ensuring timely, high-quality technical assistance for students, staff, and families through effective ticket management, technician supervision, and customer service. Coordinate support resources, manage escalations, and drive continuous improvement of service delivery processes to maximize efficiency and user satisfaction.

Essential Functions

• Supervise, evaluate, and coordinate the daily activities, and proper workload balance of operational technology support staff.
• Monitor, maintain, and ensure Service Level Agreements (SLAs), response times, and support performance metrics to ensure high-quality customer service.
• Serve as the primary escalation point for complex technical issues and coordinate resolution efforts with infrastructure, systems, and application support staff.
• Oversee district-wide help desk operations, including phone support, ticket queues, and customer communications.
• Coordinate technology support services for parents and guardians, ensuring effective assistance with district technology systems and resources
• Develop, maintain, and promote the department knowledge base, support documentation, and self-service resources
• Analyze support trends and operational data to identify recurring issues, recommend improvements, and enhance service delivery.
• Maintain and manage inventory, repair, parts, warranty, and records of student and staff devices.
• Collaborate with district administrators, staff, and technology team members to support technology initiatives, device deployments, and operational projects.

Qualifications

EDUCATION: Associate Degree (or higher) in information technology, computer science, information systems, cybersecurity, business administration, or a closely related field; or an equivalent combination of education, technical training, industry certifications, and progressively responsible technology support experience.

EXPERIENCE: Five (5) years of field tech experience is required in technology support, helpdesk operations, or IT services. Experience with ticket management, technical support, and face-to-face customer support. One (1) year of direct supervision is preferred. Experience working in an educational environment is preferred.

Knowledge, Skills, And Abilities

• Must have basic computer literacy skills (Office, Google, Microsoft)
• Ability to follow written and oral instructions.
• Must possess strong communications skills.
• Must be adaptable and flexible enough to adjust to changing conditions.
• Willingness to cooperate and work as part of a team.

Hiring Conditions

If hired for employment, the applicant must be able to submit the following:

• Criminal Record Check (less than one year old)
• PA Child Abuse History Clearance (less than one year old)
• FBI Finger Print Clearance (less than one year old)
• TB Test/Mantoux (less than 3 months old)
• Physical - if applicable (less than 1 year old)

Applicants requiring assistance or needing any accommodations for an employment test or interviewing process are asked to advise us in advance.

Cumberland Valley School District prohibits discrimination, including sexual harassment, on the basis of race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, marital status, parenting status, pregnancy or handicap/disability in its activities, programs or employment practices. More information regarding the complaint process and complaint forms can be found at: https://www.cvschools.org/page/non-discrimination-information