Job Description

TEMPE ELEMENTARY SCHOOL DISTRICT

TITLE: Information Technology Customer Support Manager

JOB DESCRIPTION:

Supervise the IT Customer Support team. Provide direct technical services and assistance ensuring that
the district end-user technology is fully functioning and available. Play a primary role in the
implementation, utilization and support of all technology hardware used by district staff and students.

QUALIFICATIONS:

1. Education and/or experience equivalent to a Bachelor’s degree from an accredited college or
trade/vocational school
2. Minimum five (5) years previous management/supervisory/training related to the daily
operations of technology at school and district sites (preferred)
3. State of Arizona Identity Verified (IVP Fingerprint Clearance Card
4. Valid AZ Driver’s License (required)

ESSENTIAL FUNCTIONS:

(Essential functions, as defined under the Americans with Disabilities Act, may include any of the
following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY, and is not
a comprehensive listing of all duties and responsibilities performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES:

- Plan and oversee the installation, configuration and maintenance of a variety of technology
platforms.
- Manage one or more large complex projects that impact district-wide customers and that deliver
strategic value to the district and have a direct impact on customer satisfaction.
- Provide organization and management for repair, maintenance and service of all hardware.
- Develop and review project proposals and plans to determine time frames, cost projections, staff
requirements, and allotment of available resources.
- Establish and motivate cross functional teams for projects that have a span of impact across
departmental boundaries.
- Establish clear deliverables and expectations for staff assigned to projects.
- Confer with customers to outline project objectives and project status.
- Review project status reports prepared by team members and prepare and deliver project reports
to the Director of School Support and Systems.
- Maintain existing technology hardware throughout their defined lifecycle.
- Route and monitor work assignments for all supervised staff, including establishing work plans for
project and task completion to department standards.
- Develop staff goals and objectives in concert with those established by the Director of School
Support and Systems and other department management staff.
- Provide prompt, professional and personal response in solving problems and providing solutions
to users and other IT staff.
- Mentor staff on an as needed and/or project basis.
- Provide training to staff regarding new and existing hardware.
- Maintain knowledge of the work performed by subordinate staff.
Exercise good judgment in working independently and/or in conjunction with supervised staff and
other members of the IT team.
- Learn new computer applications and systems, develop computer-related skill sets and apply this
knowledge in providing supervision and support to staff and customers. - Perform other duties as assigned to assist the department in obtaining and maintaining its mission.
- Attend meetings and participate on committees as assigned.
- Performs other duties as assigned.

KNOWLEDGE, SKILLS AND OTHER CHARACTERISTICS:

- Knowledge of district, federal and state rules and regulations governing school operations and
software applications.
- Knowledge of the work performed by subordinate staff and experience managing staff
- Skill in utilizing effective verbal or written communication in the performance of all written and oral
communications with end users and other customers.
- Skill utilizing customer service techniques in responding to inquiries, requests and complaints.
- Skill establishing and maintaining effective working relationships.
- Working knowledge of a complex nature of computer applications, hardware and peripherals
installation and configuration.
- Skill and expertise in the use of standard office software.
- Skill in setting up, upgrading, troubleshooting and supporting
PC/Macintosh/Chromebook computer workstations and network servers.

WORKING CONDITIONS:

Fast paced environment with multiple deadlines. Exposure to rooms with the temperature maintained at
or below 70 degrees.
May work varied hours.
May be required to telecommute in addition to working onsite.
May work in confined spaces.
May be exposed to loud noises.
May work with or near toxic chemicals and fumes.

PHYSICAL EFFORT:

May lift, move, push or carry materials, equipment and supplies weighing up to 40 pounds or more.
May perform work in a seated position with repetitive motion and eye strain through extensive utilization
of computer hardware and software.

CATEGORY: Classified

WORK YEAR: 12 months

DEPARTMENT/SCHOOL: School Support and Systems

GRADE: 80 Exempt

REPORTS TO: Director of School Support and Systems

EVALUATION: Classified Personnel Evaluation

SUPERVISES: IT Customer Support Team

PREPARED: June 2013

REVISED: April 2021

Application Instructions

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