Technical Customer Support Supervisor jobs in Arizona

PAY GRADE: Support Exempt J

POSITION OBJECTIVE:

The job of Supervisor of Technical Support plays a critical role in ensuring seamless technology operations within our K-12 public school district. This position oversees the people, projects, and processes necessary to maintain a 1:1 computing environment and audio/visual classroom technologies. Additionally, they are responsible for overseeing the entire device lifecycle and managing break/fix processes for computing devices.

DUTIES & RESPONSIBILITIES: (These duties are a representative sample; position assignments may vary.)

• Provide direct supervision to a varied team of technical services technicians and campus technicians ensuring efficient and effective service delivery.

• Review and assign work orders to appropriate technician queues.

• Oversee the deployment, maintenance, and troubleshooting of computing devices (laptops, tablets, etc.) used by staff and students.
• Provide guidance, mentorship, and professional development opportunities for team members.

• Develop and implement strategies for device procurement, deployment, and retirement

• Provide technical assistance to end users, including troubleshooting hardware and software issues.
• Maintain accurate records of incidents, resolutions, and follow-up actions.
• Foster a collaborative and positive work environment.
• Manage audio/visual equipment in classrooms, including projectors, interactive whiteboards, and sound systems.
• Monitor device inventory, track warranties, ensure timely repairs, and manage replacement cycles.
• Collaborate with other departments to ensure seamless integration of technology into the educational environment.
• Establish efficient processes for prioritizing and resolving technical issues reported by staff and students.
• Develop and deliver information and resources to enhance security, device usage, and technical literacy among staff and students.
• Evaluate documented resolutions and analyze trends to prevent recurring problems.
• Collaborate with district leadership to align technology initiatives with educational goals.
• Participate in long-term planning for technology infrastructure upgrades and enhancements and translate high-level project goals into actionable and supportable processes.
• Assist in budget planning related to technology support and maintenance.
• Monitor expenditures, identify cost-saving opportunities, and optimize resource allocation.

EDUCATION & EXPERIENCE (positions in this class typically require):

Bachelor’s Degree in Computer Science, related field, or equivalent.

3 years to 5 years relevant work experience required.

LICENSING REQUIREMENTS (positions in this class typically require):

• 
  None

KNOWLEDGE (position requirements at entry):

• 
  KNOWLEDGE is required to perform advanced math; review and interpret highly technical information, write technical materials, and/or speak persuasively to implement desired actions; and analyze situations to define issues and draw conclusions. Specific knowledge required to satisfactorily perform the functions of the job includes pertinent codes, policies, regulations and/or laws; various position specific information learned on the job; knowledge of basic computer hardware; experience with desktop operating systems; application support experience; working knowledge of troubleshooting practices and diagnostic utilities.

SKILLS (position requirements at entry):

• Exceptional written and oral communication skills.
• Self-motivated and able to conduct independent research.

ABILITY (position requirements at entry):

• Ability to present complex technical concepts in user-friendly language.
• Strong interpersonal skills, including rapport-building, active listening, conflict resolution, and effective questioning.

PHYSICAL REQUIREMENTS:

Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, finger dexterity, grasping, talking, hearing, seeing, and repetitive motions.

Light Work: Exerting up to 10 pounds of force occasionally, and/or negligible amount of force constantly to lift, carry, push, pull or move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met

Incumbents may be subjected to moving mechanical parts, odors, chemicals, extreme temperatures, inadequate lighting, workspace restrictions, and intense noises.

NOTE:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.