Manager, IT Network Infrastructure

SUMMARY Responsible for providing leadership, structure and guidance for infrastructure voice, network, and wireless team in accordance with district objectives. Primary duties include managing tickets, coordinating operational activities, facilitating effective communication among team members, close customer interface, and project coordination to ensure efficient and quality support for our customers. Knowledge of networking technologies both wired and wireless (operation, configuration and installation). The District enterprise includes 158 schools a main and backup data center and a Metropolitan Optical Ethernet (MOE) network and primarily of Cisco network equipment. Administrator will be responsible for voice, Wi-Fi and data communications solutions, providing network support, configuration trending and operation. Provide Wide Area Network (WAN) and Wireless Local Area Network (WLAN) data communication connectivity support (including VoIP). In addition responsibilities include the monitoring of all aspects of the network and providing reports of results and recommendations will be required. IP address management and planning, access control list generation and management, routing, device configuration management, Quality of Service (QoS) management, assistance with load balancing, content filtering, intrusion protection and security matters will also be part of the position's responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Receive, prioritize, and assign incoming IT support tickets and service requests. Monitor ticket queues to ensure timely resolution and adherence to SLAs (Service Level Agreements). Collaborate with technical teams to gather necessary information for ticket resolution. Escalate complex or high-priority issues to appropriate teams or management.

Assist with project work and tech tickets.

Coordinate IT operational tasks, such as system maintenance, upgrades, and deployments. Maintain a schedule for routine maintenance activities and ensure minimal disruption to business operations.

Collaborate with various teams to ensure smooth execution of operational tasks and projects. Organize and schedule regular operations meetings involving IT team members and stakeholders. Prepare meeting agendas, document discussions, and distribute minutes and action items. Follow up on action items to ensure timely completion and accountability. Communicate updates, changes, and issues to relevant parties in a clear and concise manner. (20%)

Act as a point of contact between IT teams, management, and end-users for operational matters. Identify opportunities for process improvements in ticket management, operational workflows, and communication. Collaborate with teams to implement best practices and streamline operations.

Maintain accurate documentation related to operational procedures, troubleshooting steps, and ticket resolutions. Create and update knowledge base articles to empower end-users to resolve common issues.

Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE 5 years of experience in a team leadership or management position. Demonstrated communication, planning and organizational experience.

EDUCATION AND TRAINING Bachelor's degree required. Additional years of experience may be considered in lieu of degree.

CERTIFICATES, LICENSES, REGISTRATIONS None.

KNOWLEDGE, SKILLS & ABILITIES Requires ability to ensure team resources are being fairly and effectively utilized to provide timely customer response and service, to motivate a team, to train staff, and to have discussions with employees on performance and institutionalize standards across their area. Ability to lead an escalation process to resolve customer issues. Must be able to set priorities and work with Principals and managers; manage large projects; manage customers in high stress support situations and ensure that their issues are satisfactorily addressed. Excellent oral, written and communication skills; interpersonal skills; and problem solving and planning skills. Team and leadership skills, accuracy, attention to detail, and enterprise perspective. Ability to build relationships with peers, potential customers, and to work collaboratively and effectively with people of diverse backgrounds. Ability to stay current with changes in technology. Ability to manage team resources to provide timely customer response and service.

SPAN OF CONTROL Directly supervises up to 8 employees on the voice, network and wireless team. Responsibilities include planning, assigning, and directing work. Hiring, training, and addressing issues with staff, including discipline and problem resolution. Responsible for annual evaluations of supervised staff. Provide mentoring to help promote, further educate, and enhance knowledge of the team.

Physical demands, work environment characteristics, and mental functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to walk; sit; and talk and hear. The employee frequently is required to stand; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The noise level in the work environment is usually moderate.

MENTAL FUNCTIONS: While performing the duties of this position the employee will be required to regularly analyze,

communicate, coordinate, use interpersonal skills, and compile. The employee is frequently required to compare, instruct,

compute, synthesize, and evaluate.