BASIC FUNCTION: Under the supervision of the Chief Information Officer, the Manager III, Technical Support Services, plans, organizes, coordinates, and supervises the District’s technology support operations. This position provides leadership for end-user support across all school sites and departments, with direct responsibility for managing the deployment, maintenance, and lifecycle of student and staff devices. The Manager ensures responsive technical assistance for hardware, software, and peripheral issues; oversees the implementation of standardized support practices; and maintains oversight of device inventory systems. This role works collaboratively with the Technical Operations and Information Services teams to coordinate cross-functional initiatives and resolve escalated issues. The position is critical to delivering high-quality, efficient, and equitable technology support services district-wide.
REPRESENTATIVE DUTIES: (Incumbents may perform any combination of the essential functions shown below [E]. This position description is not intended to be an exhaustive list of all duties, knowledge, or abilities associated with this classification, but is intended to accurately reflect the principal job elements.) Plan, organize, direct, and oversee district-wide technology support operations, including coordination of site-level technical services, central helpdesk functions, and support for both student and staff technology. E Manage the deployment, maintenance, and lifecycle of student and staff devices; develop systems and processes to track inventory, assign equipment, and ensure timely repairs or replacements. E Supervise and evaluate assigned technical support staff; provide coaching, mentoring, and direction to ensure consistent, high-quality service across all sites. E Develop and manage staffing schedules to ensure equitable phone and support coverage throughout operational hours. E Expand and support the use of remote assistance tools to troubleshoot and resolve issues efficiently for central office and school site staff. E Manager III, Technical Support Services – Continued Page 2 Align team roles and service delivery with industry-standard practices for service desks and high-quality customer support. E Coordinate support activities and cross-functional workflows with Technical Operations and Information Services teams to ensure aligned service delivery. E Collaborate with Curriculum and Instruction to align technical support with instructional goals; ensure helpdesk staff are equipped to support educational software and classroom technologies. E Establish and maintain coordination protocols with Curriculum and Instruction to ensure technical support aligns with instructional programs and digital learning priorities. E Collaborate on the design and delivery of training programs that improve helpdesk staff understanding of classroom tools and instructional technologies. E Develop, document, and implement standardized support procedures and best practices for troubleshooting, service requests, escalations, and site visits. E Analyze technology support trends and service data to identify opportunities for improvement and inform strategic decisions about staffing, training, and resourcing. E Oversee and monitor the use of device inventory management systems and ensure data accuracy for accountability, audit compliance, and planning purposes. E Participate in the planning and coordination of device refresh cycles, including procurement forecasting, configuration standards, and end-of-life transitions. E Serve as the primary liaison for technical support-related vendor partnerships, warranty processes, and contracted repair services. E Provide a positive climate of interaction and communication between Technology Services, school staff, families, and the community. E Support the District’s efforts to close student achievement gaps by ensuring equitable access to technology tools and reliable support services across all schools. E Maintain documentation, workflows, and training materials related to support procedures, device care expectations, and user guidelines. E Other duties as assigned that are reasonably related to the position.
TRAINING, EDUCATION, AND EXPERIENCE: Any combination equivalent to: a bachelor’s degree in information technology, computer science, business administration, educational technology, or a related field, and four (4) years of progressively responsible experience in technical support services, end-user device management, or IT service delivery, including at least two (2) years providing advanced technical support, coordinating service operations, or performing in a lead capacity over other staff.
LICENSES AND OTHER REQUIREMENTS: Valid California driver’s license; provide personal automobile and proof of insurance.
Job Type: Full-time
Pay: $118,555.00 - $147,567.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In perso

Please refer the Job description for details