Support Services Manager
Company: Jordan School District
Location: West Jordan
Posted on: January 24, 2023
Under the supervision of the director of information systems, the
Support Services Manager is responsible for providing direction and
leadership for the overall design, implementation, management,
security, training, maintenance and operation of enterprise
applications and related business process analyses, customer
support, and service desk activities of the District. Provides
leadership in all aspects of planning and project management for
new systems and services, analyzes impact on existing resources,
and develops technical recommendations for future growth and
development. Manages enterprise-level information technology
support services and associated staff to support mission-critical
applications and systems.
Direct all aspects of the operation, maintenance and technical
customer support services for all enterprise applications
Design, implement, monitor and prioritize technology project plans
to effectively use existing resources to address multiple projects.
Schedule and prioritize staff projects to meet customer needs while
Coordinate the collection, distribution, analysis and reporting of
data from various sources; specifically to meet State/Federal
reporting requirements and deadlines.
Serve as a technical resource expert in the area of designing,
implementing, troubleshooting and training of staff to support
enterprise applications and systems.
Provide direction, training, leadership and supervision to customer
support and service desk staff to achieve successful performance of
tasks and responsibilities while encouraging innovation. Administer
personnel policies, make employment decisions and evaluate employee
performance as an authorized evaluator under the Jordan Classified
Contribute to the training and development of information systems
staff in direct support of information systems delivery of
Facilitate the development and implementation of processes that
improve efficiency and enhance productivity.
Provide for the process definitions, management and improvement of
office automation and end user computing applications and
Identify and understand customer expectations in order to improve
service quality. Anticipate and identify potential problems before
they occur and implements solutions.
Identify, consult with and respond to site organization problems
and concerns in regard to office automation, end user applications
and training. Identify procedures and provide instruction,
direction and follow-up to customers.
Analyze the training needs of customers, develop classroom
curriculum and provide quality individual and group training
Coordinate the purchase and installation of personal computer
hardware and software.
Establish product, direction and platform standards and
investigate, evaluate and recommend state-of-the-art
Facilitate the analysis, design, training and implementation of
change to enterprise systems and identify the impact, cost, benefit
and risk of change to enterprise systems.
Develop budget projections and monitors budget expenditures.
Communicate (written and oral) effectively with end-users,
administrators, vendors and partners in a timely manner. Respond to
and support other areas of the information systems department team
in accomplishing their assigned responsibilities.
Requires evening, late night and weekend work to meet deadlines and
This position requires punctual and regular daily attendance at
Maintains professional competence by reviewing appropriate
literature and participating in appropriate organizations.
Other duties as assigned.
Incumbent must be fingerprinted and clear a criminal background
Minimum Job Qualifications:
Requires High school diploma, GED or equivalent as reviewed by the
Department of Human Resources. Verification may be requested.
Requires a Bachelor's degree in a computer science, information
systems or related technical field of study PLUS five (5) years of
successful job related work experience or an equivalent combination
of education and experience.
Requires management and leadership skills to manage multiple
projects, motivate staff, create a positive customer service
team-oriented work environment and develop future plans and
budgets. Experience in team leadership, project management or
direct supervision preferred.
Requires a high level of technical background knowledge and
experience to assist and evaluate customer needs.
Experience in K-12 school setting and knowledge of K-12 enterprise
Requires technical knowledge of office software, computer equipment
Requires effective written and verbal communication skills to
interact with individuals and groups at all organizational levels,
external vendors and other service providers.
Ability to work through highly complex technical troubleshooting
processes to lead staff through the same processes.
Ability to make mission-critical decisions in support of enterprise
Ability to train other staff in the use of system software to
increase their skills and knowledge.
Ability to make proper work decisions to effectively address
multiple priorities at one time and optimize the use of staff
Requires ability to provide leadership that supports teamwork and
customer service skills.
Ability to work well with frequent interruptions.
Requires a valid Utah driver license.
Machines, Tools & Equipment Used:
Office equipment and computer hardware, software and
Physical Requirements - Not limited to the following:
Periodic lifting (not over 50 pounds) of computer hardware and
Local travel to schools and other District sites.
While performing the duties of the job, the employee is regularly
required to sit, stand, walk, talk and hear. The employee
frequently is required to use hands to finger, handle, type and
feel and must reach with hands and arms.
Incumbent must be able to manage periodic high-stress
Keywords: Jordan School District, West Jordan , Support Services Manager, Executive , West Jordan, Utah
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