Leadership & Team Development
- Directly manage and mentor Deskside and Field Support Technicians and Supervisors.
- Set clear performance expectations and conduct regular performance appraisals and reviews.
- Develop and implement training plans to enhance technical and customer service skills.
- Ensure adequate staffing and coverage across all locations based on business needs.
- Foster a culture of accountability, collaboration, and continuous improvement.
Operational Oversight
- Oversee daily deskside and field support operations, ensuring timely resolution of IT incidents and service requests.
- Monitor and report on SLA compliance, ticket queues, and customer satisfaction metrics.
- Own the asset lifecycle management process including procurement, inventory, deployment, and decommissioning.
- Coordinate support for hardware installations, office openings, relocations, and closures.
- Ensure compliance with IT policies and procedures across all support activities.
Budget & Resource Management
- Work with Program Lead and Head of Technology Operations to Develop, manage, and track the annual budget for deskside and field support operations.
- Ensure budget adherence and optimize resource allocation for cost-effective service delivery.
- Collaborate with procurement and finance teams for purchasing, vendor management, and contract negotiations.
- Provide regular budget performance reports to IT leadership.
Cross-Functional Collaboration
- Partner with leads from Technology Operations, Systems Engineering, Desktop Engineering, and business stakeholders to align support strategies with enterprise goals.
- Serve as the primary liaison for deskside and field support matters with internal and external stakeholders.
- Communicate system changes, outages, and project updates to stakeholders and end users.
- Provide actionable insights and feedback to business units on support trends and training needs.
Project Leadership
- Lead and manage IT support projects including hardware refreshes, software rollouts, and infrastructure upgrades.
- Define project scope, timelines, resource requirements, and success metrics.
- Coordinate pilot testing and implementation of new technologies across support teams.
- Ensure projects are delivered on time, within scope, and aligned with business objectives.
About Scholastic
For more than 100 years, Scholastic Corporation (NASDAQ: SCHL) has been meeting children where they are – at school, at home and in their communities – by creating quality content and experiences, all beginning with literacy. Scholastic delivers stories, characters, and learning moments that empower all kids to become lifelong readers and learners through bestselling children’s books, literacy- and knowledge-building resources for schools including classroom magazines, and award-winning, entertaining children’s media. As the world’s largest publisher and distributor of children’s books through school-based book clubs and book fairs, classroom libraries, school and public libraries, retail, and online, and with a global reach into more than 135 countries, Scholastic encourages the personal and intellectual growth of all children, while nurturing a lifelong relationship with reading, themselves, and the world around them. Learn more at
www.scholastic.com
.
Some benefits that we offer:
- Full suite of health and wellness benefits (including a $0 deductible Medical Plan)
- Retirement Savings Plan 401(k) with options for both Roth and Traditional Contributions
- Tuition-Free programs for undergraduate and graduate degrees
- Generous Parental Leave Program
- Employee Stock Purchase Plan (ESPP) with opportunity for discounted stock at a 15% discount
Thank you for your consideration in choosing Scholastic.
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