Assistant Manager, IT Support and Customer Experience

ABOUT US

The Howard County Public School System (HCPSS) is one of the leading school systems in Maryland and the nation. To learn more about us and our 2024 -2029 Strategic Plan , please visit our website and our careers page . Join our award-winning workforce and make a difference in the lives of our students!

ABOUT THE APPLICATION PROCESS

Before you begin, please read the job posting below carefully including the Application Requirements specific to this position. Be sure your application reflects experience and education required to meet the minimum and any preferred qualifications listed. Our application guide includes detailed instructions to assist you. Once your application has been submitted, you will not be able to add documentation or make any changes.

Please note that application submission will be available only through 11:59 PM on the date p rior to the indicated end date. If no end date is indicated, the posting will remain open indefinitely .

Job Posting End Date:

10-06-2026

Reminder: Current permanent and temporary employees must apply through the Jobs Hub in Workday, not the external career site.

DESCRIPTION

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

A combination of education and experience may be considered.

Education:

• High school diploma or equivalent.

Experience :

• 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

The ideal candidate for this role will also possess a combination of the additional qualifications below. If you don’t meet every one of the preferred qualifications, we still encourage you to apply, as we welcome applications from candidates with diverse backgrounds and experiences.

• Experience leading technical projects, coordinating work assignments, or providing technical guidance to others.

• Experience supporting technology within a multi-site K–12 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

The below list is a summary of the functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

• 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

The below list is a summary of the knowledge, skills, and abilities required for success in this position, not an exhaustive or comprehensive list.

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, r