Job Title: IT Services Support Manager
Westminster is a Christian, independent day school for boys and girls, which seeks to serve students who are bright, motivated, curious, and nurtured by challenge in an environment that develops leaders of conscience who will be a positive force in the world. The School was founded in 1951 guided by a mission to prepare students for college and for life. With a current enrollment of approximately 1,860 students in grades Pre-First through Twelfth, Westminster fulfills its mission through a dynamic curriculum that engages children across the key dimensions of their growth – academic, physical, and spiritual.
Westminster is a growth-oriented, collaborative learning community committed to the school’s mission and vision, including core values of inclusivity and service. Westminster excels regionally and nationally in every area of school life, achieving excellence through a wide range of programming supported by a wealth of resources.
The Westminster Schools is committed to providing the best technology resources and solutions in support of the school's mission. The IT Services department is responsible for monitoring the technology needs of the school, evaluating new and emerging technologies, and providing the resources necessary to enhance communication for all members of the school community. The IT Services department is also responsible for supporting professional development as it pertains to the integration of technology in the classroom, while maintaining equipment necessary to support the academic and administrative needs of the school.
Reporting directly to the Chief Information Officer, the IT Services Support Manager serves as the leader of information technology support team and works closely with other members of the Information Technology department to deliver the expected strategic benefits to the Westminster Schools. The IT Services Support Manager must possess technological expertise and leadership experience that will allow an ability to synthesize and then prioritize competing needs for The Westminster Schools’ limited resources. The IT Services Support Manager ensures that the overall technology support, vision, and service level agreements are maintained. This position provides efficient and flexible support services with a strong customer service commitment and user satisfaction as the ultimate goal.
Supervisor: Chief Information Officer
Supervisory Responsibilities: IT Services Technicians
Position Status: This position is a salaried, exempt, full-time, regular, 12-month position.
Hours of Work: Standard work week. Evening and weekend work may be required.
- Creates and implements a strategic support service model in conjunction with IT Services leadership
- Develops and leads a team of support professionals to analyze and address all technical requirements of students, faculty, and staff members using technology across the campus.
- Oversees 100% of the IT Service Management tool, support requests, incidents, and SLAs
- Manages, coordinates, and prioritize urgent and complicated support items
- Develops and matures phone/ticket resolution and escalation processes
- Monitors, understands, and generates key performance indicators such as request statistics, average time to resolve, and first call resolution, and other service level metrics
- Create proactive support procedures based on the needs of the organization
- Develops associated regular reporting process
- Evaluates customer satisfaction levels
- Makes recommendations to management for improvements in workflow and processes
- Helps coordinate the day to day operations of the IT Services team
- Identify and coordinate the professional development and training needs for the support team
- Manages the personnel assessment and review process for the support team
- Oversees 100% of the technology inventory, develops reporting process and documentation.
- Manages the installation and maintenance of hardware and software including personal workstations, labs, printers, mobile phones, multimedia displays, projectors, video conference systems required to support service desk operations, and other classroom and library equipment
- Manages the scheduling of the client services staff.
- Tests, plans, and supervises the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software in conjunction with IT Services teams
- Manages the asset diagnosis, repair, RMA, and insurance cycles of hardware, and contact appropriate service vendors when necessary.
- Develops and documents standardized user processes and procedures and “how to” documentation
- Performs related duties as assigned.
REQUIREMENTS AND QUALIFICATIONS
Bachelor’s Degree or higher is preferred. Preference will be given to candidates with degrees in an IT-related environment such as computing, communication, management, or business. Preference will be given to a candidate bringing a deep understanding of K-12 academic and administrative culture, mission and goals which may be evidenced by leading IT in a K-12 or higher education environment or corporation which serves education.
- Proven track record of successfully building, developing, and managing highly functional teams
- Strong understanding of hardware, software, and TCP/IP networking principles is required along with basic knowledge of telephone and web-design principles.
- Knowledge in Microsoft Office, JAMF Casper system, patch management, anti-malware, desktop/laptop imaging, anti-virus, and inventory management tools.
- Working knowledge of configuring and troubleshooting iOS and Android-based mobile devices.
- Advanced knowledge of desktop computers, specifically Apple OS and hardware, and peripherals.
- Strong customer service orientation, good written and oral communication skills, keen attention to details with strategic and holistic mindset, self-motivated, and directed.
- Advanced knowledge of helpdesk ticketing software and procedures, with a preference of Samanage.
- Ability to motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to students, their parents, faculty, and staff.
- Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.
- Intellectual flexibility, technical curiosity, a sense of humor, and the ability to learn independently.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
While performing the duties of this position, the employee is required to sit; stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; engage in moderately strenuous physical activity both indoors and out; and smell. The employee may occasionally lift or move up to 60 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Travel is primarily associated with conferences and professional development opportunities.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Westminster is committed to the principle of equal opportunity in employment. It is Westminster’s policy to provide equal employment opportunities and administer terms and conditions of employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. EOE/M/F/D/V.
Note: This position description has been designed to indicate the general nature and level of work to be performed by employees within this classification. This position description should not be interpreted as a comprehensive inventory of all duties and responsibilities required or assigned to an employee in this position. Nothing contained in this this position description restricts Westminster’s right to assign or reassign duties and responsibilities to this position at any time.