Technology Operations Regional Support Manager

Description

JOB SUMMARY

The Tech Operations Regional Manager manages technology support at Aspire Public Schools for the region. The Tech Operations Regional Manager reports to the Director of Information Technology and will work to support the efficient performance of technology operations. This position provides leadership to the Regional Desktop Analysts and works with the team to ensure that support tickets in the region are resolved according to SLA’s. Additionally, this position oversees the deployment, maintenance, and troubleshooting of all technology equipment for the region and is also responsible for developing and managing productive working relationships with principals and office managers.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

• Perform remote and on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions.

• Deploy, maintain and manage technology at schools including PCs, Macs, Chromebooks, iPads, JIVE VoIP Phone Systems, Apple TV’s, interactive displays, projectors, document cameras, and video conferencing.

• Manage relationships with principals and office managers to enable productive working relationships between schools and Technology Operations.

• Recommend upgrades and modifications to school technology infrastructure and end user devices based on school academic priorities and budget constraints. Work with principals each year on technology upgrade purchases and on strategic long-term technology budget plans.

• Collaborate with network and system administrators to ensure efficient operation of servers and networking equipment at schools.

• Work alongside other Regional Managers and Desktop Analysts to foster a collaborative working environment.

• Manage support tickets in the region to ensure SLA’s are met; respond to support requests with excellent and professional customer service and ensure the Desktop Analysts do the same.

• Mentor the Desktop Analysts and provide escalated support with more complex desktop support issues.

• Serve as the main technical point of contact for urgent requests from Principals and Office Managers.

• Regularly document regional projects and progress; write technical documentation and knowledge base articles as needed.

• Project manage regional special projects such as large technology rollouts, upgrades, etc.

• Lead special projects each year that span all Aspire regions such as evaluating and recommending new technology for implementation in schools.

• Assist the Director of Information Technology in developing regional project plans on an ongoing basis.

• Work with the region’s Area Superintendent or other leadership teams to address technology and academic priorities.

Additional:

• Demonstrate knowledge of, and support, the Aspire Public Schools mission, vision, value statements including antiracism, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior

• Perform other related duties as required and assigned.

QUALIFICATIONS

• Competencies:

• Excellent technical knowledge of laptop and desktop hardware, including PCs, Chromebooks, Macs, iPads, and other mobile devices

• Strong technical knowledge of Microsoft Active Directory, VMWare Esxi, RAID, Windows Server 2008 R2/2012/2016/2019

• Strong understanding of networking concepts and points of failure in a given technology infrastructure

• Ability to work with remote tools and techniques for troubleshooting and help a user troubleshoot remotely

• Ability to operate tools, components, and peripheral accessories

• Ability to read and understand technical manuals, procedural documentation, and OEM guides

• Ability to diagnose hardware, software, and basic networking problems and train others as required

• Ability to perform project management methodologies for IT projects

• Effective interpersonal skills and relationship-building skills

• A team player, positive can-do attitude

• Excellent customer service orientation

• Professional and effective written and verbal communication skills; Ability to articulate technical concepts to technical and non-technical audiences

• Ability to support the organization’s goals and objectives

• Analytical and problem-solving abilities, with keen attention to detail

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

• Minimum educational level:

• Bachelor's Degree, ideally in the field of Information Systems (or similar) or computer engineering and/or 5-7 years equivalent work experience in the IT field.Minimum of 2 years Tier II/III experience; Networking experience a plus

• Experience required:

• 5+ years in a desktop support role or equivalent IT role

• Experience managing a team

• Experience working in a team-oriented, collaborative environment

• Experience managing relationships/accounts/vendors

• Physical requirements:

• Stand, walk or bend over, kneel, crouch, reach overhead, grasp, push, and pull. Move, lift and/or carry up to 30 pounds to shoulder height

• Repetitive use of hands (i.e. fine manipulation, simple grasping, and power grasping)

• Demonstrate normal depth perception

• Sitting, walking or standing for extended periods of time

• Dexterity of hands and fingers to operate a computer keyboard, operate standard office equipment, and use a telephone

• See and read a computer screen and printed matter with or without vision aids

• Hear and understand speech at normal levels and on the telephone with or without auditory aides

• Work authorization requirements:

• Clear the Department of Justice background screening

• Authorized to work in the United States

• Provide health (TB) clearance (most update every four years)

WORK ENVIRONMENT

The work environment characteristics are representative of those in a normal office, classroom/school setting which one might encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Aspire Public Schools has a Remote Work policy, however there will be on-site needs that come regularly. Therefore, employees must have the ability to work remotely if the need does arise. This position requires periodic travel to school sites in order to interact with school leaders.

• Work indoors in a standard office environment, computer lab, and/or classroom environment

• Work is performed in indoor and outdoor environments

• Exposure to dust, oils, and cleaning chemicals

• Some exposure to childhood and other diseases in a school environment

• May be required to work outside of typical work days and office hours to meet operational deadline