Manager of Technology Support Services

Founded in 1810, The Lawrenceville School, one of the country’s premier independent schools, is located in central New Jersey, five miles south of Princeton, 55 miles south of New York City, and 40 miles north of Philadelphia.  Lawrenceville attracts outstanding students in grades 9-12, including about two dozen post-graduates. Lawrenceville’s more than 810 students come from more than 30 states and 30 countries, with more than a quarter receiving assistance from a more than $10 million dollar financial aid budget.  Across residential, academic, and co-curricular settings, Lawrenceville challenges a diverse community of promising young people to lead lives of learning, integrity, and high purpose, inspiring the best in each to seek the best for all.

The Lawrenceville School seeks enthusiastic, energetic, collegial individuals who want to work with both adults and students in a collaborative and inclusive academic setting. 

Summary: 

The Manager of Technology Support Services will lead a high-performing team of technology support professionals to deliver excellent technical support services with a high degree of customer satisfaction and timeliness.  They will have demonstrated experience in IT support management, be the front-line leader leading the Technology Support Team, and provide hands-on technical expertise in a high volume, fast-paced and highly technical environment.   

They collaborate with the Associate Director of Technology and Chief Technology Officer to develop and streamline departmental processes, assess technology support service trends and training opportunities, and define Lawrenceville’s technology operations and support strategy.  

Typical responsibilities include the following:

   Staff Leadership

• Identify new policies and procedures that further enhance the ITS departmental support strategies

• Create staff training opportunities based on trends emerging from Help Desk, Issuetrak, or community member requests

• Partner with departmental members to manage the annual refresh cycle for all mobile devices and AV technology —including setting up and configuring student and faculty mobile devices, user accounts, and deploying academic and teaching software for mobile devices and desktops

• Direct coordination within the department and consult with other departments in preparation for annual or cyclical events (summer session, beginning of the academic year, alumni / parent / Trustee meetings, and faculty/staff/student additions, moves, and departures, Employee Performance Feedback)

Strategy and Leadership

• Develop short and long-range budget forecasts, data-driven processes, and best practices aimed to ensure the integrity & accountability of all technology support services

• Participate in the departmental on-call rotation schedule

• Collaborate with the Associate Director of Technology to oversee the ITS Internship program and lead quarterly ITS meetings

Technical Management

• Ensure the highest level of technical support service is given to community members by monitoring Issuetrak, helpdesk, and other forms of community feedback during and after school hours.

• Oversee the technical support schedule for after-hours and in-school community wide events that require technology assistance and AV setups

• Provide hands-on technical support via telephone, email and self-service to both internal and external community members

Operational Tasks

• Thoroughly documents the pertinent details of all IT Service Desk calls, Helpdesk emails, walk-ups, and Issuetrak tickets to contribute to the ITS knowledge base

• Oversee the deployment, maintenance, and integration of new processes and systems including: Macs, PC, Desktops, AV, and software applications

• Partner with ITS team on implementation of internal and external technology support documentation and policies and procedures for all technologies that affect technology support services

• Establish relationships with key vendors and administer technology contracts and service level agreements—particularly with new installation of technology service equipment

The strongest applicants will have the following qualifications:

• Excellent organizational, interpersonal, written and verbal communication skills

• Self-starter who demonstrates initiative and possesses strong organizational and technical problem-solving skills.

• Excellent managerial skills

• Must possess excellent customer service skills, the ability to multitask, and work independently as well as cooperatively as part of a small team in a fast-paced environment.

• Must operate in a highly professional and confidential manner

• Ability to communicate technical concepts to non-technical individuals. 

• May be required to work evenings, weekends and holidays in conjunction with School calendar and events

• Excellent organizational, interpersonal, written and verbal communication skills

• Bachelor’s degree in a technology-related field.  A+ certification preferred

• Five years’ hands-on  experience supporting and troubleshooting Windows 7, Windows 10 and Mac OSX (10.9 or higher) operating systems and virtual environments such as VMWare, Active Directory, WiFi platforms, Google Admin Services, VPN systems, Blackbaud, VOIP,  and Classroom Technology (Apple TV, projectors, interactive whiteboards, and learning management systems (currently Haiku), Microsoft Office, and Adobe products

• Minimum five years’ as a school Technology Manager (or relevant technical and customer service management experience)

The Lawrenceville School is a diverse and inclusive community and makes all employment decisions without regard for an individual’s race, creed, color, religion, national origin, nationality, sex, pregnancy, affectional or sexual orientation, gender identity or expression, age, veteran status, physical or mental disability (including AIDS and HIV related illness), genetic information, refusal to provide genetic information, refusal to submit to genetic testing, ancestry, familial status, marital status, domestic partnership status, civil union status, atypical cellular or blood trait, military service, application for military service, or any other characteristic protected by applicable law. The Lawrenceville School will also provide reasonable accommodations for qualified individuals in accordance with applicable law.

The Lawrenceville School conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful completion of the background check.

Eligible employees receive a competitive benefit package that includes health insurance coverage, paid leave and retirement plan options and many other valuable programs.