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 prior to the indicated end date. If no end date is indicated, the posting will remain open indefinitely.

Job Posting End Date:

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, root-cause solutions.  

• Project Planning & Organization: Expertise in defining project scope, establishing milestones, allocating resources, and executing workflows smoothly.  

• Conflict Resolution & Decision Making: Sound judgment in de-escalating team or client disputes and making prompt, data-informed operational decisions under pressure. bottlenecks, streamlining procedures, and implementing lean workplace strategies.  

• Professional Communication: Clear, effective verbal and written communication across all organization levels, vendor networks, and customer touchpoints.  

Abilities  

• Physical Capabilities: Physical stamina and strength required to navigate job sites, climb ladders, maneuver in tight spaces, and safely lift or shift heavy loads of 50 lbs. or more.  

• Time Management & Prioritization: Ability to multitask, manage competing deadlines, and maintain high standards of precision in high-volume settings.  

• Adaptability & Change Management: Resilience and flexibility when navigating shifting priorities, dynamic workplace environments, or new operational processes.  

• Accountability & Integrity: Proven commitment to ethical conduct, operational transparency, and taking full ownership of project outcomes and safety protocols.  

• Continuous Process Improvement: Proficiency in identifying operational 

ADDITIONAL REQUIREMENTS  

Licensure  

• Possession of a Maryland Class C driver’s license and satisfactory driving record.  

Prior to any employment offer, the selected candidate will need to provide a copy of their license and consent to a review of their driving record. For positions requiring a CDL, a query of your record will also be run in the Federal Drug & Alcohol Clearinghouse. 

APPLICATION REQUIREMENTS 

Complete applications must be submitted, and once your application has been submitted, you will not be able to add documentation or make any changes. Incomplete applications will not be considered.  Resumes will not be accepted in lieu of a completed application.  
 
Supplemental Application Questions 

This position requires applicants to provide responses to the below supplemental application questions to determine whether you meet the minimum and preferred qualifications. Please upload your responses in a separate file to the supplemental application questions section of the application. 

• Describe a large-scale technology or infrastructure project you led, managed, or assisted from initiation to completion. In your response, describe the primary objectives of the project.  

How did you plan, coordinate, and lead resources and stakeholders to completion, and what quantitative or qualitative metrics measured its ultimate success? 

SELECTION CRITERIA 

Applicants who meet the minimum qualifications will be included in further evaluation. Interviews will be limited to those applicants who, in addition to meeting the basic requirements, have experience and education which most closely match the position qualifications and the needs of the school system.  

Applicants may be required to complete a skills assessment prior to or during the interview process. 

EMPLOYMENT INFORMATION 

Compensation 

This is a 12-month per year position in the Howard County Association of Supervisors and Administrators-Administrators, Non-Certificated Supervisors (HCASA-NCS) employee unit. The current salary range for this position is in the Grade II lane on the Non-Certificated Supervisors salary scale. Actual placement will be in accordance with the salary procedures of the Howard County Public School System and the HCASA-NCS Master Agreement which considers relevant prior experience. Under the Fair Labor Standards Act, this position is exempt from overtime.   

Retirement 

Membership in the Maryland State Retirement Agency (MSRA) pension plan is a mandatory condition of employment for all employees who meet the eligibility and membership criteria defined in the State Personnel and Pensions Article and the Code of Maryland Regulations (COMAR). A qualifying employee cannot reject membership, nor can an ineligible employee elect membership. The annual contribution to the pension plan will be 7% of an employee’s annual salary.  

Benefits 

HCPSS offers a comprehensive benefits package for eligible employees. Information about additional benefits such as paid time off can be found in the negotiated agreement for employees in this bargaining unit. 

Pre-Employment Requirements 

Professional references will be contacted prior to any offer of employment. Recommended candidates will be required to provide references from current and recent supervisors. 

All employees, regular and temporary, must be fingerprinted, have a criminal background investigation completed, and successfully complete the Maryland Employment History Review, pursuant to Section 6-113.2 of the Education Article, Annotated Code of Maryland. In addition, some positions will require completion of a physical examination and/or drug testing. 

Anyone offered employment is required to provide proper identification and documentation of eligibility for employment in the United States. HCPSS participates in E-Verify and does not offer employee sponsorship. 

For questions regarding this posting, please contact Philip Wentt (philip_wentt@hcpss.org) OR humanresources@hcpss.org. 

EQUAL OPPORTUNITY EMPLOYER 

To request an accommodation during the application or interview process due to a documented disability, please email humanresources@hcpss.org. 

EQUAL OPPORTUNITY EMPLOYER

To request an accommodation during the application or interview process due to a documented disability, please email humanresources@hcpss.org.

HCPSS celebrates diversity and is committed to creating an inclusive environment for all employees and applicants and prohibits discrimination, harassment, and retaliation of any kind. HCPSS is committed to the principle of equal employment opportunity for all employees in providing them with a work environment free of discrimination and harassment. All employment decisions at HCPSS are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability,  sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, veteran status or present military service, family medical history or genetic information, family or parental status, or any other characteristic protected by federal, state or local laws.