Anne Arundel County Public Schools

Title Code:

Manager: Technology Service Desk

JOB SUMMARY

Oversees the daily operations of the Service Desk, providing leadership, supervision, and expertise to the team, and ensuring the constant development and improvement of the Service Desk. Ensures the delivery of high-quality technical support for software, hardware, and networking issues. Provides oversight of core ITIL based Service Support processes, including Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement. The role requires a proactive approach to problem-solving, technical knowledge, leadership skills and the ability to effectively manage a team of service desk specialists that serve as the point of contact for all issues related to IT.

Additional Work Days/Hours

Based on the assignment, the following additional work days and/or hours may be required as needed:

• Ability to work flexible schedules
• Emergencies
• Extended hours
• Outside of normal business hours

ESSENTIAL DUTIES/RESPONSIBILITIES

• Oversee the daily operations of the Service Desk, including coordinating the monitoring and support effort for all AACPS devices, networks and customers, ensuring effective resolution of end-user issues.
• Supervise and facilitate the flow of communication between technology support teams and internal groups. Provide third-level technical support for complex issues that cannot be resolved by first or second-level support.
• Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams.
• Conduct regularly scheduled team meetings to disseminate information and discuss current issues.
• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring.
• Participate in project and task teams as the service desk representative to assess project support needs.
• Analyze performance of Service Desk activities to identify any problem areas.
• Collaborate on policies and standard operating procedures with IT Managers.
• Establish new and report existing progress reports and key performance metrics to measure IT effectiveness and productivity.
• Monitor knowledge base entries for accuracy and problem management entries and follow up with assigned personnel to ensure timely resolution of problems.
• Performs other related duties as assigned within the same classification or lower.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's Degree in Information Technology or a related field of education from a regionally accredited college or university required;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.

Experience

• Five (5) years professional experience in a Tech Support/User Support/Help Desk role. Experience should include using various PC/Cloud software applications, and/or network experience required; and
• Three (3) years experience in a supervisory or management role required;
• Or an equivalent combination of education and experience which provides the required knowledge, skills, and abilities deemed sufficient to prepare the employee to successfully perform the duties of the position.

Knowledge, Skills, Abilities and Other Characteristics

• Excellent communication and customer service skills.
• Excellent organization and interpersonal skills.
• Demonstrated ability to work within a team environment.
• Demonstrated ability to effectively work and communicate with diverse populations.
• Demonstrated proficiency with business technology applications (e.g. Video/Web Conferencing, Microsoft Office Suite -Word, Excel, Outlook, and/or PowerPoint preferred).

Language Requirements

• Bilingual in Spanish native or near native preferred.

Licenses and Certifications

Employee must retain active licenses, certifications, and enrollment as a condition of employment.

• Hold or be eligible for Industry Certification relevant to this job required.
• Hold or be eligible for Driver's License (DL) Class C Non-Commercial issued by Maryland or State of Legal Residence (MVA/DMV) required; and
• Daily access to reliable transportation.

Driving Requirements

• Driving is required to conduct bona fide Board business that is within the scope of employment in this position.
• Personal Vehicle

LEADERSHIP ROLE

• First level supervisor

People Management

• This position acts as the manager for direct staff.
• This position acts as the manager for indirect staff.
• This position manages departments.

Management Duties/Responsibilities

• Interviews, selects, and trains employees.
• Directs the work of employees.
• Maintains records for use in supervision.
• Assess employees’ performance (productivity/efficiency) to make promotional recommendation/other status changes.
• Handles employee complaints/grievances.
• Disciplines employees.
• Plans the work.
• Determines the techniques to use.
• Apportions the work among the employees.
• Determines the type of materials, supplies, machinery, equipment or tools to be used of materials or merchandise to be brought, stocked and sold.
• Controls the flow and distribution of materials or merchandise and supplies.
• Provides for the safety and security of the employees or the property.
• Monitors and implements legal compliance measures.

PHYSICAL DEMANDS/WORKING CONDITIONS

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Standing: under 1/3 percent of the time
• Walking: under 1/3 percent of the time
• Sitting: between 1/3 and 2/3 percent of the time
• Keyboarding: under 1/3 percent of the time
• Reaching (with hands and/or arms): under 1/3 percent of the time
• Talking: over 2/3 percent of the time
• Hearing: over 2/3 percent of the time
• Repetitive Motions: under 1/3 percent of the time
• Driving: under 1/3 percent of the time
• As required by the duties and responsibilities of the position.

Vision

The vision demands with correction described here are representative of those that must be met to successfully perform the essential functions of this job.

• No special vision requirements

Work Environment

Location

• Office, school or similar indoor environment: over 2/3 percent of the time

Noise Level

• Moderate: between 1/3 and 2/3 percent of the time

Weight & Force

Lifting and carrying requirements

• Up to 40 pounds: under 1/3 percent of the time

Travel Requirements

• 10% monthly day travel within the county to deliver equipment, as needed.

JOB INFORMATION

Approved Date:

6/26/2024

Established Date:

5/1/2024

Title Code:

B05549

Title:

MANAGER: TECHNOLOGY SERVICE DESK

Alternate Title:

Manager: Technology Service Desk

Reports to Generic:

Director

Reports to Specific:

DIRECTOR: TECHNOLOGY SUPPORT SERVICES

ORGANIZATION

Division:

Technology

Business Unit:

Technology Support Services

Department:

Negotiated Agreement:

N/A

HR JOB INFORMATION

Unit:

V

Days Worked:

260

FLSA Exemption Status:

Exempt

Grade:

PG08

Click HERE to view Terms of Employment, Benefits and Salary Scale. Scroll down to locate (Unit 5 – Professional Staff)

Essential Job:

Months Worked:

12

Hours Worked:

8

Job Family:

Information Technology

Sub-Function:

Support Services

VR#26053

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