Technology Support Manager - IT Customer Service and Support

Gwinnett County Public Schools; Georgia; On-site; USD 69,000 - 104,000; Full time

Job summary

An established industry player in education is seeking a Technology Support Manager to lead a dedicated team in providing exceptional IT customer service. This role involves managing and training Technology Support Technicians, ensuring high-quality support in a K-12 environment. Candidates should possess strong leadership skills, effective communication abilities, and a knack for problem-solving. With a focus on continuous improvement and professional growth, this position offers the chance to make a significant impact in the educational technology landscape. If you are passionate about technology and education, this opportunity is perfect for you!

Qualifications

• Five years of experience in computer-related management or support required.
• Valid Georgia driver's license required.

Responsibilities

• Manage and support Technology Support Technicians for high-quality service.
• Provide staff development and mentoring for team members.

Skills

Leadership

Customer Service

Technical Problem-Solving

Communication

Flexibility and Adaptability

Education

High School Diploma

Bachelor's Degree in Related Field

Tools

Microsoft Active Directory

Desktop/Laptop Support

Job description

Technology Support Manager - IT Customer Service and Support
JobID: 96018

• Date Posted: 1/30/2025
• Location: Instructional Support Center
• Date Available: 02/03/2025

Job Code: Technology Support Manager - 030279
Standard Hours: 40
Department: IT Customer Service & Support - 282219
Empl Class: NA

Minimum Salary: $69,500.00/Annually
Maximum Salary: $103,468.00/Annually
Scheduled Days: 245
Target Openings: 1

License and Certification Qualifications: Valid Georgia driver's license required. Industry standard certifications related to desktop/laptop (OS, HW, SW) and user administration within a Microsoft Active Directory environment preferred.

Education Qualifications: High school diploma or equivalent required. Bachelor's degree in related field preferred.

Experience Qualifications: Five years of experience in a computer-related management or support field required. In lieu of five years of experience, one year of experience with a bachelor's degree in a related field required. Supervisory experience preferred.

Skills Qualifications: Ability to lead and direct support personnel and prioritize technology support resources in a K-12 environment; ability to communicate and interact with internal staff and end users; ability to issue and follow oral and written instructions; ability to research technical related issues and provide guidance related to technology related issues; ability to work closely with schools and school district personnel to provide excellent customer service and support; effective problem-solving skills; flexibility and adaptability to change; ability to work well under deadlines; and ability to represent Gwinnett County Public Schools in a positive and professional manner.

Primary Responsibilities:

1. Manage, train, and support Technology Support Technicians through the delivery of high-quality customer service in the Department of Enterprise Support Services.
2. Provide management support to Technology Support Technicians (TST).
3. Provide staff development, mentoring, and support for Technology Support Technicians.
4. Provide professional and timely communication to various parties to ensure effective customer service.
5. Provide continuous quality improvement for departmental processes and plans.
6. Demonstrate personal content knowledge and professional growth.
7. Perform other duties as assigned.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee will be required to use hands to touch, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, climb, crouch, or use/stand on a 6 - 8 ft. ladder. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.