Information Technology Manager

INFORMATION TECHNOLOGY MANAGER

Summary Description

The IT Manager oversees daily IT operations and service delivery to support district instructional and business objectives. The role leads technical teams across areas such as user support, infrastructure, applications, and cybersecurity, ensuring reliable and secure technology services. The IT Manager collaborates with stakeholders to align technology solutions with organizational needs while managing resources, priorities, and timelines. The position also drives continuous improvement and may specialize in User Services, Infrastructure Services, Enterprise Services, or Applications Services.

Essential Duties And Responsibilities

Governance and Service Management

• Lead day-to-day IT operations for assigned scope, establish goals, procedures, and service level targets.
• Monitor Key Performance Indicators (KPIs) and customer satisfaction, identifying opportunities for improvement and implementing continuous improvement initiatives.
• Effectively plan, manage, and deliver projects using structured and iterative methodologies, ensuring clear scope, defined milestones, proactive risk identification and mitigation, consistent communication, and controlled change management.
• Manage and coordinate cross-functional resources and vendors.
• Prepare and analyze operational reports and briefings.
• Plan and manage the budget for assigned services, including cost optimization and lifecycle forecasting.
  
  

Cybersecurity, Compliance, and Continuity

• Enforce operational security standards (identity/access, hardening, patch/vulnerability management, logging/monitoring, backup/restore) consistent with district policy and industry practices.
• Assist with incident response, root-cause analysis, and corrective actions, while contributing to disaster recovery and business continuity plans and exercises.
• Ensure compliance, governance (e.g., FERPA, student data privacy, records retention, accessibility) and vendor/contract controls related to information security.
  
  

Projects, Procurement, and Vendor Management

• Plan and manage technical projects and service transitions, defining requirements, success criteria, and quality controls.
• Coordinate bids/Request for Proposals (RFPs), evaluate solutions, and oversee vendor delivery and performance against contracts and service levels.
• Track operational and project budgets within assigned scope, forecasting resource needs and optimizing total cost of ownership.
  
  

People Leadership

• Manage assigned staff, providing effective coaching and performance feedback with emphasis on a service-oriented, collaborative, inclusive and safe culture.
• Manage staff workloads and schedules, setting clear performance expectations and professional development plans.
• Mentor team members to build capacity in IT service management, security, and emerging technologies.
• Lead or participate in training for staff and end users
• Communicate changes strategically and effectively to minimize disruption to daily operations.
  
  

When Assigned To IT SERVICES

• Oversee the service desk and campus-based support teams, ensuring timely and consistent resolution of incidents and service requests.
• Manage endpoint lifecycle services (Windows, iPadOS), including provisioning, patching, device management/MDM, and asset accuracy.
• Coordinate field and classroom support services to minimize instructional and operational disruption.
• Establish and maintain support procedures, workflows, and documentation to improve first-contact resolution.
• Monitor service performance metrics, customer satisfaction, and workload trends to guide staffing and process improvements.
• Communicate service changes, outages, and initiatives clearly to schools and departments, supporting change readiness and adoption.
  
  

When Assigned To ENTERPRISE

• Oversee administration of enterprise identity and access management, including Microsoft Entra ID/Azure AD, Active Directory, and related services.
• Manage Microsoft 365 and Entra platform administration, including configuration, security baselines, Exchange Online, Teams, SharePoint, and Intune policies.
• Administer and support Apple and Google enterprise environments (e.g., Apple School Manager, Google Workspace for Education) in alignment with district policies.
• Direct identity lifecycle processes for students, staff, contractors, and service accounts, including provisioning, role-based access, and deprovisioning.
• Maintain standards for enterprise system configuration, patching, logging, monitoring, and documentation.
• Coordinate with Infrastructure, Security, and Applications teams to ensure secure, reliable enterprise platform operations and integrations.
  
  

When Assigned To INFRASTRUCTURE

• Plan and manage district network, wireless, voice/telephony, data center, server, storage, and virtualization services.
• Maintain configuration standards, capacity plans, redundancy, and disaster recovery practices to support high availability.
• Monitor infrastructure performance, reliability, and utilization, addressing issues proactively.
• Lead infrastructure upgrades, refresh cycles, and service transitions according to district roadmaps.
• Oversee infrastructure service vendors, contracts, maintenance agreements, and service level performance.
• Collaborate with Security and Enterprise teams to align infrastructure design with security, identity, and operational requirements.
  
  

When Assigned To APPLICATIONS

• Oversee operational support for core instructional and business applications, including SIS, LMS, rostering/SSO tools, and district-approved systems.
• Coordinate configuration, testing, maintenance, and troubleshooting of application integrations and data flows.
• Manage application lifecycle activities, including updates, enhancements, and retirement planning.
• Ensure applications meet district requirements for security, data privacy, accessibility, and reliability.
• Partner with instructional and business stakeholders to translate functional needs into effective system configurations and solutions.
• Coordinate with Enterprise and Infrastructure teams to ensure applications integrate properly with identity, data, and hosting services.
  
  

Qualifications

Any combination of education and experience that could likely provide the required knowledge and skills is qualifying. A typical way to obtain knowledge and skills would be:

Education: Bachelor's degree in information technology, computer science, information systems, or a closely related field required.

Experience: Five (5) years of progressively responsible IT experience, including at least two (2) years with supervisory or lead responsibility over technical staff and/or services required. Experience in K-12, higher education, or public sector environments preferred.

Licenses/Certificates

• Possession of a valid Nevada State Driver's license with a driving record acceptable to the District required.
• Relevant certifications preferred include: ITIL® Foundation or equivalent IT service management certification; project and delivery certifications such as PMP or PRINCE2; Microsoft certifications related to Microsoft 365, Entra ID/Azure, identity and endpoint administration; Google Workspace for Education administration; Apple enterprise and MDM certifications (e.g., Apple School Manager, JAMF); CompTIA Network and/or Security ; Cisco networking certifications (e.g., CCNA); and security or information management certifications such as CISSP or CISM for assignments with significant security responsibilities.
  

Knowledge Of

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

• IT service management (incident, request, problem, change), asset/lifecycle, and knowledge management practices
• KPI/SLA design and reporting.
• Enterprise endpoints, identity and collaboration platforms (e.g., Microsoft 365/Azure AD/Entra, Google Workspace), and fundamentals of networks, servers, storage, and cloud.
• Cybersecurity and continuity fundamentals (least privilege, MFA, secure configuration, patch/vulnerability management, logging/monitoring, backup/restore, DR/BC).
• K-12 EdTech ecosystems and interoperability and related privacy/accessibility expectations (e.g., FERPA).
• Project and vendor/contract management practices, including RFPs, service levels, and acceptance criteria.
  
  

Skill In

• Effectively leading technical teams with diverse skill levels.
• Effectively coaching and managing performance that fosters a high-trust, service-oriented culture.
• Translating instructional and operational needs into reliable, secure technical solutions and executable plans.
• Managing schedules, budgets, risks, communications, and stakeholder engagement across multiple concurrent initiatives.
• Using metrics and dashboards to monitor services, identify root causes, and implement continuous improvements.
  
  

Ability To

• Prioritize and execute multiple initiatives in a dynamic environment while maintaining service quality and compliance.
• Communicate complex technical concepts clearly to non-technical audiences.
• Develop and analyze concise documentation and reports.
• Foster effective collaboration with schools, departments, and vendors to achieve shared outcomes and improve user experience.
• Exercise sound judgment, confidentiality, and integrity in handling sensitive information and decisions.
  
  

WORK ENVIRONMENT / PHYSICAL DEMANDS

The work environment and 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 made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Exposure to weather: Rarely
• Exposure to loud noises:
• Working in confined spaces:
• Working at heights: Rarely
• Working with hazardous materials: Never.
  
  

Physical Demands

• Lifting/Carrying: Occasionally
• Standing/Walking:
• Bending/Stooping:
• Reaching:
• Pushing/Pulling:
• Climbing: Rarely
• Fine motor skills: Frequently
  
  

Definitions

• Never: The activity or condition does not occur.
• Rarely: The activity or condition occurs less than 10% of the time.
• Occasionally: The activity or condition occurs 10-30% of the time.
• Frequently: The activity or condition occurs 30-60% of the time.
• Continuously: The activity or condition occurs more than 60% of the time.
  
  

THIS JOB SPECIFICATION SHOULD NOT BE CONSTRUED TO IMPLY THAT THESE REQUIREMENTS ARE THE EXCLUSIVE STANDARDS OF THE POSITION. INCUMBENTS MAY BE REQUIRED TO FOLLOW ANY OTHER INSTRUCTIONS, AND TO PERFORM ANY OTHER RELATED DUTIES AS MAY BE REQUIRED BY THEIR SUPERVISOR.

The Washoe County School District is committed to providing a safe and respectful learning and working environment for all students, staff, and visitors. The District prohibits bullying, cyber-bullying, harassment, sexual harassment, and/or discrimination based on an individual's actual or perceived race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity or expression, genetic information, veterans or military status, marital status, disability or the presence of any sensory, physical or mental handicap in any of its educational programs/activities and employment, or in any program or activity conducted or funded by the U.S. Department of Agriculture. The District prohibits discrimination against any youth group listed in Title 36, as a patriotic society, (i.e. Boy Scouts of America) from access to public school facilities use.