Assistant Manager, IT Support and Customer Experience
Assistant Manager, Technology Field Services
Under the direction of the Manager of IT Support and Customer Experience, the Assistant Manager provides operational leadership for the Technology Field Services Department, overseeing the delivery of on-site technical support services across the school system. This hands-on leadership role directs the daily work of IT Support Technicians responsible for supporting technology in schools and administrative offices, including computers, mobile devices, printers, peripherals, instructional technology, audio-visual systems, software deployment, and related technology services.
The Assistant Manager coordinates district-wide field support operations, workforce scheduling, equipment and parts management, and service delivery while serving as a primary liaison among schools, district offices, vendors, contractors, and internal technology teams. Through effective leadership, operational oversight, technical expertise, and continuous process improvement, this position ensures technology services are delivered efficiently, consistently, and professionally while maintaining high standards for customer experience, asset accountability, safety, and operational excellence.
This position fosters a customer-focused culture by promoting responsive service, proactive communication, standardized support practices, and continuous improvement to ensure reliable technology services that enable teaching, learning, and district operations.
Minimum Qualifications:
- High school diploma or equivalent.
- Five (5) years of diagnosing, repairing, and/or supporting desktop computers, laptops, Chromebooks, and related technology equipment including the below:
- Experience using an IT service management (ITSM) or work order system.
- Experience supporting, configuring, maintaining, or troubleshooting one or more of the following technologies: audiovisual systems, classroom instructional technology, presentation systems, auditorium sound systems, digital signage, or video production equipment.
- Experience coordinating or prioritizing multiple technical support requests within a high-volume support environment.
- Experience delivering customer service in a technical support environment.
Preferred Qualifications:
- Experience leading technical projects, coordinating work assignments, or providing technical guidance to others.
- Experience supporting technology within a multi-site K12 educational organization.
- Experience overseeing vendor and contractor relationships.
- Experience supervising, training, or mentoring technical support staff.
- Experience supporting enterprise networking technologies, including TCP/IP, wireless connectivity, and network-connected devices.
- Experience interpreting technical documentation, manufacturer service manuals, or engineering specifications.
- Experience serving as the lead or primary coordinator for a technology deployment, implementation, or operational project.
- Experience coordinating multiple technology projects, service requests, or operational priorities simultaneously.
- Industry certifications such as CompTIA A+, Network+, Microsoft, Dell, Lenovo, Apple, Google Workspace, ITIL Foundation, or project management certifications.
Essential Position Responsibilities:
- Supervise and provide daily leadership to IT Support Technicians.
- Assign daily work, establish priorities, and coordinate field service activities.
- Review technician workloads and balance assignments to ensure timely and equitable service delivery.
- Monitor employee productivity, work quality, and adherence to departmental performance expectations.
- Coach, mentor, and develop staff to improve technical skills, customer service, and professional growth.
- Assist with employee evaluations, disciplinary actions, and performance improvement efforts.
- Participate in recruitment, interviewing, hiring recommendations, and onboarding of new employees.
- Monitor attendance, approve leave requests, and maintain appropriate staffing levels.
- Assist with operational planning, resource allocation, and departmental projects.
- Assist in developing departmental goals, procedures, and service standards.
- Recommend process improvements to enhance service delivery and customer satisfaction.
- Coordinate district-wide technology deployments and field service projects.
- Coordinate with schools, district offices, vendors, contractors, and internal technology teams to support technology initiatives and operational needs.
- Assist in managing equipment, inventory, and operational resources.
- Develop and maintain standard operating procedures for best practices and procedures.
Employee Safety:
- The employee is responsible for the use of safety devices and protective equipment in order to minimize the frequency and severity of work-related accidents. The employee is responsible for using safe practices and methods in the operation and supplies related to their job.
Essential Knowledge, Skills, and Abilities:
Knowledge:
- Safety Regulations & Standards: In-depth understanding of workplace safety compliance, environmental health standards, and regional regulations, including Maryland Occupational Safety and Health (MOSH).
- Warranty & Vendor Management: Technical knowledge of warranty claim processes, service-level agreements, and coordinating third-party vendor repairs and maintenance.
- Inventory & Asset Management: Strong grasp of inventory tracking systems, asset lifecycle management, auditing procedures, and stock optimization.
Skills:
- Leadership & Team Development: Skilled in mentoring staff, delegating responsibilities, fostering team collaboration, and driving individual and collective performance.
- Customer Service Excellence: Exceptional service delivery with a strong focus on client satisfaction, query resolution, and maintaining long-term client relationships.
- Technical Troubleshooting: Hands-on experience diagnosing, isolating, and resolving mechanical, electrical, or system-level issues efficiently.
- Critical Thinking & Problem Solving: Analytical approach to evaluating complex operational challenges and delivering effective, root-cause solutions.
- Project Planning & Organization: Expertise in defining project scope, establishing milestones, allocating resources, and executing workflows smoothly.
- Conflict Resolution & Decision Making: Sound judgment in de-escalating team or client disputes and making prompt, data-informed operational decisions under pressure.
- Professional Communication: Clear, effective verbal and written communication across all organization levels, vendor networks, and customer touchpoints.
Abilities:
- Physical Capabilities: Physical stamina and strength required to navigate job sites, climb ladders, maneuver in tight spaces, and safely lift or shift heavy loads of 50 lbs. or more.
- Time Management & Prioritization: Ability to multitask, manage competing deadlines, and maintain high standards of precision in high-volume settings.
- Adaptability & Change Management: Resilience and flexibility when navigating shifting priorities, dynamic workplace environments, or new operational processes.
- Accountability & Integrity: Proven commitment to ethical conduct, operational transparency, and taking full ownership of project outcomes and safety protocols.
- Continuous Process Improvement: Proficiency in identifying operational
Additional Requirements:
- Possession of a Maryland Class C driver's license and satisfactory driving record.
Application Requirements:
Complete applications must be submitted, and once your application has been submitted, you will not be able to add documentation or make any changes. Incomplete applications will not be considered. Resumes will not be accepted in lieu of a completed application. Supplemental Application Questions
- Describe a large-scale technology or infrastructure project you led, managed, or assisted from initiation to completion. In your response, describe the primary objectives of the project.
- How did you plan, coordinate, and lead resources and stakeholders to completion, and what quantitative or qualitative metrics measured its ultimate success?
Selection Criteria:
Applicants who meet the minimum qualifications will be included in further evaluation. Interviews will be limited to those applicants who, in addition to meeting the basic requirements, have experience and education which most closely match the position qualifications and the needs of the school system.
Applicants may be required to complete a skills assessment prior to or during the interview process.
Employment Information:
Compensation:
This is a 12-month per year position in the Howard County Association of Supervisors and Administrators-Administrators, Non-Certificated Supervisors (HCASA-NCS) employee unit. The current salary range for this position is in the Grade II lane on the Non-Certificated Supervisors salary scale. Actual placement will be in accordance with the salary procedures of the Howard County Public School System and the HCASA-NCS Master Agreement which considers relevant prior experience. Under the Fair Labor Standards Act, this position is exempt from overtime.
Retirement:
Membership in the Maryland State Retirement Agency (MSRA) pension plan is a mandatory condition of employment for all employees who meet the eligibility and membership criteria defined in the State Personnel and Pensions Article and the Code of Maryland Regulations (COMAR). A qualifying employee cannot reject membership