4 End-User Support Manager Jobs in Allentown, PA
Allentown School District is Hiring an End-User Support Manager Near Allentown, PA
Technology/Manager
4/30/2024
Administration Center - Allentown, PA
Starting Salary: $52,177-$73,047
Qualifications:
- Bachelor's degree in Computer Science or related field, or comparable experience managing information technology end-user support staff and systems.
- Minimum 3 years of experience in technology field supporting and managing end-user support staff and systems.
- Excellent communication skills.
- Satisfactory work record & criminal/child abuse clearances (Acts 34, 114, and 151).
- Command knowledge of the operation, configuration, and maintenance of end-user technology such as windows, iOS, Google and other on-premise or cloud based operating systems
- Three years of experience in managing helpdesk ticketing systems such as ServiceNow or other enterprise ticketing system.
- Demonstrated experience with inventory management systems tracking IT related equipment.
- Minimum of 3 years of experience in supporting end-users with network connectivity, Microsoft applications (Word, Excel, PowerPoint), telephony issues, wireless connectivity, and accessing cloud-based resources.
- Minimum of 3 years of managing and supporting IT service desk operations and staff
- Minimum of 3 years of experience with desktop IT hardware system device repairs.
- Experience with vendor collaboration and managing shipping and receiving of large IT related equipment orders and facilitating inventory.
- Minimum of 3 years of experience with managing end-user LDAP accounts, software installation and licensing, and facilitating device repairs.
- Such alternatives to the above qualifications as the Board may find appropriate and acceptable.
To serve as the supervisor of a team of technology desktop support specialists by daily IT support services, managing technology device inventory, address and resolve end-user technical support request, and maintain a culture of continuous improvement.
Essential Duties and Responsibilities:
- Team Leadership: Lead, mentor, and inspire a team of building level technology desktop support specialists. Provide guidance, coaching, and suggest development opportunities to enhance the team's performance.
- Team Management: Track and maintain technology desktop support specialist attendance, hours worked, punctuality, workloads, assignment locations, and provide staff evaluations mid-year and annually.
- Manage Helpdesk Ticketing System: provide system configuration and daily management of the helpdesk ticketing system for responding to, assigning, tracking, and closing help request to assigned to appropriate technical staff.
- Device Inventory Management: Develop and maintain a system of device inventory management by school building location, device type / model, serial number, person device is assigned to, date of purchase, warranty coverage term, and working condition.
- Service Desk Operations: Oversee the day-to-day operations of the IT helpdesk, ensuring that end-user requests are handled efficiently, with a focus on resolution time and user satisfaction.
- Process Improvement: Identify and implement process improvements, best practices, and automation to enhance the efficiency and effectiveness of technological support operations.
- Device Incident and Problem Management: Manage and resolve technology device incidents such as facilitating device repairs; tracking reports of lost and theft, and device issues or problems while maintaining a proactive approach to prevent recurring issues.
- Vendor Communication: Collaborate with external technology vendors and partners to ensure the timely delivery of services and adherence to service level agreements when required.
- End-User Training: Recommend training programs to enhance end-user knowledge and skills, promoting self-service capabilities and reducing support ticket volume.
- User Satisfaction: Continuously measure and improve end-user satisfaction through surveys, feedback mechanisms, and effective communication.
- Device Parts Management: Manage the technology device parts needed for facilitating device repairs ensuring optimal resource allocation and cost control.
- Phone Systems Support: Provide end-user support for phone system usage, extension assignments, and troubleshooting support.
- All other duties, tasks, and responsibilities as assigned by the Technology Network / Infrastructure Manager or Director of Technology.
- End User Support Manager.pdf
Job Summary
Other
Business Services
$111k-138k (estimate)
05/02/2024
06/03/2024
allentownsd.org
BETHLEHEM, PA
1,000 - 3,000
1774
AZIZ ATTIEH
$200M - $500M
Business Services
Related Companies
About Allentown School District
The Allentown School District is part of 17 square miles that encompass the City of Allentown with a total population of 118,032 (US Census, 2010). The richness of Allentown's diversity is strengthened by the District's central role in educating for America's future through academic excellence and celebrating the cultural, athletic and artistic range of talent in the schools. ASD students originate from 51 countries and speak 26 languages. 25 academic buildings throughout the City. To find out more about the City of Allentown, go to: www.allentownpa.gov. Allentown is part of the Lehigh Valley... area, for information about the area, go to: www.discoverlehighvalley.com. This district is led by Thomas E. Parker who was named Superintendent for Allentown School District in December 2016 and began his new role on July 1, 2017. Facts and Figures (as of Winter 2017) - Current Enrollment: 16,628 Grade-Level Enrollment: - Elementary Schools & Early Childhood Centers (15): 7,976 - Middle Schools (4): 3,520 - High Schools (3): 5,369 Families denoted as Low Income (as of 12/3/15): 89.1% Percentage of students receiving Free/Reduced Lunch: 100% Total Personnel: 2,292 - ASD is the third largest urban school system out of 500 Districts in the Commonwealth. - Serving a community with a poverty rate of 38.64% of the City's population. (2013 Census) - Seven different employee associations/unions including the Allentown Education Association, an affiliate of the National Education Association and the Pennsylvania State Education Association. - The Allentown School District Foundation, established in 2009 as a 501(c) 3 tax exempt independent public charity, is expanding enrichment opportunities for ASD students.
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The job skills required for End-User Support Manager include Desktop Support, Leadership, Operating System, Troubleshooting, Technical Support, IT Support, etc. Having related job skills and expertise will give you an advantage when applying to be an End-User Support Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by End-User Support Manager. Select any job title you are interested in and start to search job requirements.
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