IT Manager - End User Support

IT Manager - End User Support

Location: Worthington, OH

Department: Technology Services

Classification: Other Administrator

Reports To: Chief Technology Officer (CTO)

About Worthington City School District

At Worthington City School District, we are dedicated to creating a positive, seamless, and high-quality educational environment. Technology plays a vital role in our success, and our Technology Services department ensures that our staff, students, and families have the tools they need to thrive. We are seeking a customer-service-oriented leader to join our administrative team as the IT Manager - End User Support.

Position Summary

As the IT Manager - End User Support, you will provide strategic leadership and day-to-day management of the district's end-user technology equipment and services. You will lead a dedicated team of Technology Technicians to deliver exceptional customer service across all district facilities. Your primary focus will be optimizing our helpdesk ticketing environment, maximizing first-time fix rates, overseeing preventative maintenance, and managing the lifecycle and deployment of hardware and software district-wide.

This is an administrative role that collaborates closely with broader IT leadership and building-level staff to ensure technical excellence.

Key Responsibilities

• Helpdesk & Team Leadership: Lead, schedule, and evaluate the Technology Technician team. Oversee the helpdesk environment (monitoring ticket queues, response times, and resolution metrics) to exceed service level expectations.
• Hardware & Software Support: Evaluate, diagnose, repair, and deploy end-user hardware, software, and peripherals (such as networked printers, document cameras, projection systems, and sound reinforcement systems). Ensure accurate inventory tracking.
• Accessibility Support: Install, configure, and troubleshoot assistive technology products to meet the accessibility needs of our students and staff in compliance with district policy.
• Training & Communication: Provide direct technical training and resources to building support personnel and staff. Document system issues and maintain clear communication with key stakeholders.
• Operations & Compliance: Help manage the district's voice, video, and data systems. Drive technology initiatives forward using defined project management timelines. Maintain strict confidentiality and follow all district compliance guidelines.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education and direct work experience.
• Experience:
• Minimum of 3 to 5 years of experience working directly with computers and networks.
• Minimum of 2 years of experience in a supervisory or team lead role within an IT environment.
• Experience in a K�12 educational organization is strongly preferred.
• Experience managing a helpdesk or ticketing environment (Incident IQ experience is a plus).
• Technical Knowledge: Proven expertise in break/fix repair, device imaging, software distribution, and endpoint lifecycle management.
• Core Skills: Strong organizational, project management, and communication skills. Ability to work under pressure with an unwavering commitment to excellent customer service and team collaboration.

Physical & Environmental Demands

• Regularly required to sit, stand, walk, and operate computer equipment.
• Ability to occasionally lift/move equipment weighing up to 40 pounds without assistance.
• Ability to work in confined spaces (server rooms, wiring closets) and climb ladders when necessary.
• Requires travel between Worthington City School District facilities.
• On-call availability and after-hours response may occasionally be required for critical incidents or planned maintenance.
• Must remain free of alcohol or non-prescribed controlled substances in the workplace.

*Salary Range $80,000 to $95,000*