Position Type: Paraprofessional/Technology Services

Date Posted: 5/1/2025

Location: Technology Services Spring Branch Independent School District Job Description Customer Support Lead - Technology Services

Job Title:

Customer Support Lead - Technology Services

Reports To:

Director of Customer Service

Classification:

Information Technology

Wage/Hour Status:

Exempt

Days:

230

Salary:

See Compensation Plan for Technology, Pay Grade 406 based on experience, qualifications and skills level.

Contract:

None

Date Revised:

5/1/2025

Primary Purpose:

Responsible for leading a team in delivering high-quality technology support services to end users. Ensure the effective deployment, maintenance, and troubleshooting of end-user computing devices, peripherals, and software across the organization. Collaborate with team members, district leaders, and third-party service providers.

Qualifications/Skills:

Education/Certification: High school diploma or equivalent required. Bachelor's degree in related field preferred. A+, Network+, Microsoft, and Apple certifications preferred. Special Knowledge/Skills: Advance knowledge of Microsoft, Google, and Apple operating systems, hardware, and software. Advance knowledge of Promethean and Epson display systems. Advance knowledge in issue management platforms KACE and Incident IQ. Excellent problem-solving skills with the ability to guide technicians and customers through troubleshooting hardware, software, and network issues. Strong organizational skills including the ability to prioritize tasks, support technology operations, and lead campus support. Exceptional verbal and written communication skills, including creating formal presentations. Proven track record of assisting others. Capability to stay abreast of emerging technology trends. Work habits include being reliable, flexible, and punctual. Self-motivated with ability to work unsupervised. Experience: 7+ years of experience in IT support 3+ years of supervisory experience preferred K-12 or public sector experience preferred

Major Duties and Responsibilities:

Team Leadership: Facilitate the work of Customer Service Engineers. Develop and foster customer service and organization skills in team members. Create a collaborative, solutions-oriented work environment. Ensure the team delivers high-quality technology support to all end-users. Monitor performance metrics and implement continuous improvement strategies. Operations & Support: Analyze and make decisions based on customer driven data. Provide expert-level support in troubleshooting critical technical problems. Oversee the installation, maintenance, and troubleshooting of technology hardware and software. Collaborate with the IT leadership team to develop and implement technology policies and best practices. Utilize strong interpersonal skills to collaborate with those outside your sphere of influence. Other: Ensure compliance with federal, state, and local regulations regarding technology operations. Perform other duties as assigned.

Supervisory Responsibilities:

None

Equipment Used:

Computer and various office equipment.

Working Conditions:

Mental Demands: Maintain emotional control under stress. Work with frequent interruptions. This position requires regular in-person interaction with the public. Physical Demands: Ability to lift and carry equipment (up to 45 lbs.). Repetitive hand motions. Prolonged use of a computer and other technology equipment. Frequent standing, walking, bending, and driving.

Application Procedure:

Click Apply then Login. To complete your application, please visit our website at http://www.springbranchisd.com and click on JOIN OUR TEAM then APPLY NOW.

Spring Branch Independent School District is an Equal Opportunity Employer in compliance with Title IX and the Americans with Disabilities Act (ADA) of 1990 and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status or disability.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required. By applying for this position, I acknowledge that I have read and understand the job description listed above.