ASSISTANT MANAGER OF ENDPOINT & ACADEMIC TECHNOLOGY SUPPORT

Primary Function

The Assistant Manager of Endpoint & Academic Technology Support provides first line supervision and operational leadership for Computer Support Technicians, Lead Technicians, and Interns supporting endpoint devices and classroom instructional technology throughout the division. This position assists the Manager of Endpoint & Academic Technology Support in ensuring consistent, high-quality technical services and effective support operations across all schools and departments.

Minimum Qualifications

Associate’s degree in information technology, Computer Science, Information Systems, or related field; Bachelor’s degree preferred. Equivalent experience and training may be considered.
Minimum of 3 years of IT support experience, including some leadership, team lead, or mentoring responsibilities.
Working knowledge of endpoint management tools (e.g., Intune, Google Admin Console, Jamf, imaging/patching systems).
Experience supporting instructional or classroom technologies preferred.
Strong customer-service, communication, and organizational skills.
Ability to manage daily workloads and support tasks in a fast-paced environment.

Knowledge, Skills and Abilities

Experience configuring client workstations in a LAN/WAN network environment (including installation/configuration of TCP/IP settings, e-mail client software, Internet browsers in an environment with proxy and firewall servers, and network printers and mapping network drives and resources).
Thorough knowledge of the installation and routine maintenance procedures for personal computers and related equipment.
Visual acuity and perception required for operating a motor vehicle and working with computer hardware and software.
Experience supervising computer (or other electronic equipment) repair/maintenance Technicians; experience dealing directly with customers.
Ability to communicate effectively both orally and in writing; ability to establish and maintain effective professional working relationships with IS administration, employees, and other departments.
Ability to prepare technical reports, manuals and documentation; ability to follow and develop complex oral and written instructions.
Ability to stay abreast of and analyze advancements and trends in the data processing field and to make recommendations for changes and improvements to systems and/or programs when advisable.
Ability to stoop, kneel, bend, and reach when working with personal computer equipment, peripherals, and associated electronic network equipment and to lift fifty (50) pounds unassisted; ability to grasp, hold, and manipulate tools and computer parts.
Ability to climb a ladder while carrying twenty-five (25) pounds unassisted.

Performance Responsibilities

Provide day-to-day supervision, guidance, coaching, and task assignments for Computer Support Technicians, Lead Technicians, and Interns.
Assist with onboarding, training, mentoring, and monitoring staff performance.
Serve as the first point of escalation for technical issues encountered by technicians.
Coordinate daily support operations to maintain prompt, high-quality service to schools and departments.
Help manage the service ticketing workflow, ensuring timely response, communication, and resolution.
Maintain accurate documentation, inventory, and asset tracking for endpoint devices.
Support division-wide deployment, imaging, configuration, and maintenance of student, staff, and classroom devices.
Assist with patching, device updates, and ensuring adherence to cybersecurity and data-privacy practices.
Support classroom technology systems, including interactive displays, document cameras, classroom audio, learning applications, and testing tools.
Collaborate with Instructional Technology staff when implementing or supporting new tools or digital resources.
Participate in technology refresh cycles, special projects, and technology initiatives.
Assist in monitoring trends in support data and recommending operational improvements.
Support the development and maintenance of knowledge base articles, procedures, and documentation.
Coordinate with vendors for basic troubleshooting, warranty repairs, and equipment service needs.
Act as the operational deputy to the Manager of Endpoint & Academic Technology Support, assuming additional responsibilities as delegated.
Provide supervisory coverage during the Manager’s absence.
Assist with planning, scheduling, and improving support workflows. Determines the nature of problems (i.e. hardware, software, or user); diagnoses hardware problems to the component level and initiates on-site repair.
Delivers or arranges for delivery of hardware equipment to appropriate repair vendor when on-site repair is not possible.
Tracks hardware repairs and tests repaired equipment prior to returning to service.
Initiates purchase of replacement equipment when hardware repair is not possible.
Determines whether software problems are caused by set-up, bug in program, defective copy resident on hard disk or other media error, user error, or a lack of user training.
Initiates appropriate corrective action for software problems or refers to appropriate software expert; effectively communicates user errors and explains steps to avoid similar problems in the future.
Works with school administrators and instructional staff to ensure timely installation of computer systems including both stand-alone machines and inter and intra departmental multi-user networks.
Ensures all installation is in accordance with manufacturer's specifications.
Installs added peripheral equipment and ensures proper set-up; installs operating system and application software and associated upgrades.
Assists in planning for both new and replacement equipment and software purchases; suggests ways to improve service or reduce costs relating to using computers in the school division.
Provides demonstrations and hands-on training on computer-related topics to students, faculty, and administrative staff as required.
Performs preventive maintenance as needed to include the advising and training of on-site personnel in proper maintenance procedures; disassembling systems and networks and relocates as required.
Marks equipment with school division inventory tags.
Performs other duties as assigned.

Working Conditions and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions. When performing the duties of this job, the employee is frequently required to sit; use hands and fingers to handle or feel; speak, hear and understand speech at normal levels. The employee is frequently required to stand; walk; reach with hands and arms; climb or balance; stoop; kneel; crouch; or crawl. The employee must frequently lift and/or move and push/pull up to 26 pounds. The employee must occasionally lift and/or move and/or balance while standing or climbing up to 60 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

Position Type: Exempt

Reports to: Manager of Endpoint & Academic Technology Support

Terms of Employment: Twelve months a year. Salary according to School Board Pay Plan.

Evaluation: Performance of this job will be evaluated in accordance with School Board policy and administrative regulations on evaluation of non-licensed personnel.

Revised: 4/27/2026