This position is for the School Year with an Employment Start Date of July 1, 2025.
TITLE: Information Technology (IT) Operations Manager
EMPLOYMENT TERMS: 1.0 FTE; 12-Month position
SALARY CLASSIFICATION: Classified - Exempt
GENERAL STATEMENT of RESPONSIBILITIES:
The IT Operations Manager is responsible for overseeing the daily operations of the IT department, ensuring the stability, integrity, and efficient operation of the organization's IT workflows. The three key areas of daily operations include managing the daily workflow of technicians, ensuring endpoints are fully operational, and managing IT projects. This role includes managing IT staff, implementing policies, and working with various stakeholders to align IT services with business needs.
PRINCIPLE DUTIES:
• Oversee the operations and development of the department including creating and reviewing policies, Technician workflows, standard operating procedures, and conducting regular assessments of procedures.
• Perform personnel administrative functions (e.g., hiring, training, supervising, evaluating, setting workload, etc.) for the purpose of maintaining adequate staffing, enhancing the productivity of personnel, and ensuring department/program outcomes are achieved.
• Provide support to the instructional program with specific responsibilities for installing, troubleshooting, and maintaining computer hardware and peripheral equipment, diagnosing and repairing hardware.
• Manage, maintain, and coordinate technology-based resources, ensuring the effective delivery and support of those resources to the students, school staff, and the community.
• Provide technical support to site administrators and resolve school site operational issues.
• Supervise assigned services and activities; oversee assigned personnel; provide information to others; and schedule work assignments within established timeframes and standards.
• Assign and track technician workload based on urgency and impact.
• Monitor service requests, ensure timely resolution, and escalate issues as needed.
• Guide technicians in troubleshooting and resolving hardware, software, and network issues.
• Provide ongoing training to enhance technical skills and customer service.
• Evaluate technician performance through KPIs, feedback, and service resolution times.
• Maintain accurate records of troubleshooting steps, common issues, and best practices.
• Oversee device deployment, tracking, and maintenance schedules.
• Address daily IT issues, ensuring minimal disruption to learning and administrative tasks.
• Monitor ticket volumes, response times, and resolution efficiency.
• Ensure tickets are addressed within established Service Level Agreements (SLAs).
• Identify and escalate unresolved or critical issues to the appropriate teams.
• Analyze ticket patterns to determine recurring problems and long-term solutions.
• Collect feedback on support interactions to improve IT service quality.
• Set up user profiles, permissions, and access controls for seamless device use.
• Utilize MDM solutions to enforce security policies, updates, and remote troubleshooting.
• Maintain an inventory of issued devices, tracking assignments, repairs, and replacements.
• Communicate with administrators, personnel, and outside organizations for the purpose of coordinating activities, resolving issues and conflicts, and exchanging information related to computer hardware.
• Coordinate repair work schedules with school and district office personnel for the purpose of minimizing disruption of services and/or inconvenience.
• Diagnose equipment failures for the purpose of identifying needed repairs and/or ensuring equipment is in proper working order.
• Install computer hardware, peripherals, and application software (e.g., adjusting, repairing, replacing parts, etc.) for the purpose of maintaining overall district operations.
• Maintain manual and electronic documents, files, and records (e.g., preventive maintenance, purchases, inspections, repair logs, etc.) for the purpose of documenting activities, conveying information, and/or providing an up-to-date reference and audit trail.
• Maintain workstation functionality (e.g., install patches and/or upgrades to various devices, etc.) for the purpose of ensuring availability of desktops/laptops/Chromebooks for all users.
• Manage department projects and/or activities for the purpose of coordinating activities and ensuring compliance with established financial and/or administrative requirements.
• Order parts for the purpose of maintaining inventory and ensuring availability of items as needed.
• Oversee implementation of new technologies to support educational and operational needs.
• Track project progress, analyze impact, and adjust strategies as needed.
• Develop IT project roadmaps, defining scope, timelines, and resource allocation.
• Oversee repair and upgrades of computers, peripherals, and electronic equipment (e.g., projectors, document cameras, laptops, desktops, wireless display, etc.) for the purpose of maintaining equipment in a safe and functional operating condition.
• Attend various meetings as required by the district to remain current with compliance issues to provide adequate direction to staff.
• Maintain confidentiality of information regarding students, staff, parents, and school issues.
• Provide a welcoming atmosphere for students, staff, parents, and the community.
• Perform responsibilities in an ethical and professional manner.
• Supervisor for the district IT technicians.
• Project manages district and campus technology projects.
• Coordinates and works with vendors.
• Develop professional development for IT staff.
• Oversee the district's endpoints, including staff and student devices.
• Maintain refresh cycles for district endpoints and work with stakeholders to identify the appropriate make/model of endpoints.
• Work with IT leadership to ensure endpoints are getting proper policies and upgrades.
• Performs other duties as assigned/required. QUALIFICATIONS:
• Valid AZ Dept of Public Safety IVP Fingerprint Clearance Card
• Bachelor's degree in information technology, computer science, business, or a related field from an accredited college/university; Or 5+ years' experience in an IT supervisor role.
• Ability to work occasionally after-hours.
• Ability to travel in district vehicle between district locations as required.
• Ability to manage multiple projects and prioritize tasks effectively.
• Strong communication and leadership abilities.
• Five (5) years' experience in IT operations, with at least two (2) years in a leadership role, preferred.
• Experience with IT service Management (ITSM) and best practices such as ITIL, preferred.
• Excellent problem solving and decision-making skills, preferred.
• Strong knowledge of IT infrastructure, networking, cybersecurity, and cloud technologies, preferred. OCCUPATIONAL CONDITION:
Low risk - Work is routinely performed in indoor environments, including exposure to noise and being on your feet for extended periods of time. May require standing in inclement weather including summer heat. Occasional after-hours work required for maintenance and incident response. Will be required to travel between District locations.
Physical Demands: The physical demands described here are representatives 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.
The applicant for this position is required to:
• regularly required to sit, talk and/or hear.
• Sit approximately 60% of the time
• Walk and stand approximately 40% of the time
• Lift on a regular basis 30-50lbs
• Use hands to finger, handle, or feel objects, tools and/or controls; and reach with hands and arms on a regular basis.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The information contained in this position description is for compliance with the American with Disabilities Act (ADA) and is not an exhaustive list of duties performed for this position. Additional duties are performed by the individuals holding this position and additional duties may be assigned.
KNOWLEDGE AND SKILLS:
• Handling sensitive and confidential issues.
• Excellent communication skills (verbal, written and presentation).
• Training development and delivery experience. Preferably in an educational environment.
• Knowledge of district policies, state and federal laws affecting work.
• Knowledge of safety practices and procedures.
• Ability to develop unique and innovative solutions to problems.
• Skill in handling crisis situations with tact and diplomacy.
• Skill in establishing and maintaining effective working relations with co-workers, vendors, staff, the public and others having business with the school district. COMMITMENT & DEPENDABILITY:
• Willingness to be an integral member of a successful team.
• Dedication to provide the highest level of service.
• Adherence to policies and procedures.
• Resourceful and adaptable click apply for full job details
Date Posted: 03 June 2025
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