Technology Support Lead - Instructional Support Facility

JOB SUMMARY: Assist the IT Service Delivery Manager with supporting customers in all aspects of managing the Technology Support team. Provide leadership, technical expertise, and guidance to members of Technology Support team for troubleshooting issues and understand when escalation is appropriate. Make recommendations to improve technical approach, customer service, and technical documentation and training for the team for continuous growth. Support user hardware and software, application installations, maintenance, upgrades, and troubleshooting technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The subsequent duties outline the fundamental operations of the position and exemplify the nature of the tasks carried out. They do not encompass a comprehensive inventory of the obligations and responsibilities fulfilled in this role. The approximation of frequencies and time allocation percentages are flexible and subject to the requirements of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REPORTING RELATIONSHIPS: This job has supervisor responsibilities including, but not limited to, interviewing, hiring, directing work, assigning work, supervising work, training, evaluating, disciplining, and terminating. Direct reports:

• Technology Support Analysts
• Sr Technology Support Analysts

MINIMUM QUALIFICATIONS: The minimum prerequisites of formal education, professional work experience, certifications, licenses, endorsements, designations, trainings, and other criteria that a candidate must fulfill to be considered for a position. It is essential that certifications, licenses, endorsements, designations, and trainings are fulfilled, valid, and not expired.

• Criminal background check and fingerprinting required
• Associate's degree
• Eight (8) years of professional work experience
• Associate's degree in Computer Science/Computer Engineering or equivalent combination of education, experience, and certifications
• Experience in developing test plans, client manuals, tutorials, and training course materials as well as the ability to conduct both in class and web-based training
• Experience with SCCM desktop imaging processes and software tools
• Experience in administration, maintenance, and support of the current versions of MS Windows and Mac OSX operating systems
• Experience with Help/Service Desk ticketing software
• Experience installing, maintaining, and troubleshooting user support issues, including software and technology assets
• Experience with Audio/Visual setup and support
• Intermediate knowledge of typical office equipment such as telephones, copiers, fax machines, email, etc.
• Advanced knowledge of Microsoft Office
• Advanced verbal and written communication skills
• Advanced interpersonal relations and conflict resolution skills
• Advanced problem solving and critical observation skills
• Ability to work independently and collaboratively with others
• Ability to use judgment and make sound decisions
• Ability to work efficiently under conditions of multiple deadlines and changing priorities
• Criminal background check and fingerprinting required for hire

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS: The physical demands, mental functions, cognitive capacities, and work environment factors required to perform a position’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work location is subject to change to meet the requirements of the organization
• Light work strength level (lifting or carrying up to 25 pounds)
• Primarily works indoors

• Typically a quiet noise level

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DESIRED QUALIFICATIONS: Formal education, professional work experience, certifications, licenses, endorsements, designations, trainings, and other qualifications relevant to the position that are strongly preferred but not mandatory for a candidate to be considered.

• Experience working in the public sector, specifically public education
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds
• Racially conscious and culturally competent with the skill, will, capacity, and knowledge to commit to a culture of continuous improvement
• Bachelor's degree in Computer Science/Computer Engineering or equivalent combination of education, experience, and certifications
• Two (2) to five (5) years of experience leading small IT support teams
• Experience with PowerSchool, Enrich, Lawson, Rapid Identity, and Asset Management systems
• Experience with LightSpeed and/or other MDM technologies
• HDI or Service Desk certifications
• ITIL certification
• Intermediate knowledge ITIL/ITSM framework