Technology Support Lead - Instructional Support Facility

Cherry Creek

7d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Lead the activities and personnel assigned to the Technology Support team with providing technical service and support by identifying, prioritizing, troubleshooting, resolving, escalating, and follow-up of reported technology issues.
• Monitor assigned queues, voicemail, web sites, and other incoming communication methods.
• Develop processes for hardware, software, and application support, assist in developing end-user documentation, and maintain records related to repairs.
• Develop and review training plans regarding established guidelines for specific desktop products, software programs, and/or systems.
• Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance, and keeping up-to-date ticketing records, as well as technical documentation.
• Prepare and provide various Service Desk reports and technical reviews to senior management.
• Assist in maintaining assets, orders, and inventories parts as necessary. Assist in maintaining shop facility, tools, and district vehicles in a clean and safe manner.
• Perform other duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree