Job Directory Managed Services Support Lead

Managed Services Support Lead
Chicago, IL

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Job Description

Under the direction of the Manager of Client Services, the Managed Services Support Lead will, with the members of his team, provide the on-site technical support for select schools participating in the managed services program. The schools are selected to implement and refine ideal methods for device management at the school level. In coordination with the service desk, ETSS, and the rest of the Client Services team, the Managed Services Support team handles a portfolio of services at the select schools, performed in the place of a dedicated Technical Coordinator. The Managed Services Support Team Lead ensures the success of technology at these schools, trains and monitors his team members, filling in where necessary. The success of the Team Lead will be measured by school satisfaction and the growth of the program.

Principle Accountabilities:

* Reduce computing-device total cost of ownership while increasing ease of use

* Lead staff members in implementing these services at schools

* Implement desktop and software standardization between supported schools

* Arranges monthly meetings with Principals

* Arranges reviews of all software purchases by manager

* Ensures all SLAs are met, metrics and surveys are collected,

* Schedules team time at schools, resolves conflicts in schedules, and backfills where necessary.

* Develop training material for team members

* Audit work of team members

* Fills in when staff aren't available

* Implement model-school service portfolio

* Track metrics associated with strong device ecosystem health and implement solutions to drive ecosystem to better health as measured by those metrics

* Ensure the success of technology in managed services schools

* Evaluate and recommend vendor packages, and implement consequent required software

* Monitor and resolve trouble tickets using our ticketing system

* Configuration management of desktop, laptop, and tablet systems specifically supporting Windows, Chromebooks, Macs and iOS devices.

* Support the lifecycle and deployment processes for End User Computing Devices at managed services schools to ensure both new and existing devices work properly on the district's network.

* Deploy software to devices at test schools using management tools and policies defined by device management leads

* Ensure the districts devices behave as device management leads expect them to behave

* Assist onsite with the schools that are being supported by ITS.

* Guide school on technology integration methods and best practices

* Performance reviews


* Bachelor's degree

* Three years of multi-platform system administration experience

* Excellent verbal and written communication skills

* Self-motivated, with an ability to successfully prioritize tasks

* Experience with Jamf's Casper Suite and Microsoft's System Center Configuration Manager

* Technical troubleshooting experience with Apple, Windows and Chrome OS devices is required

* Understanding of OSX management via Jamf, ARD, and the command line.

* Understanding of Windows management via SCCM and the command line.

* Configuration standardization and device deployment for iOS and OSX

* Wireless network (Wi-Fi) setup

* Analysis and investigation skills, with a structured approach to problem-solving.

* Outstanding customer service skills as well as strong verbal and written communication.

* Strong interpersonal and organizational skills

* Experience with classroom management technologies.

* Technical troubleshooting and hands-on experience with Windows, Chromebooks, Mac and iOS

* Understanding of Google App content acquisition and support channels including Play Store, Chrome apps, and developer partnerships.

* Understanding of Apple App, content acquisition and support channels including VPP, iTunes, Mac App, Developer membership, and AppleCare.

* Ability to perform end-user training on device management technology

Desired Experience:

* Integration with Microsoft technologies (Active Directory, SCCM)

* Knowledge of Chicago Public Schools.

* Experience with Apple, Microsoft and Chrome OS devices in the Classroom.

* Experience in an enterprise environment dealing with end-user computer devices

* Experience using tools for image capture and deployment

* Information Technology Asset Management experience beneficial

* Strong communication skills and a self-starter attitude, combined with the ability to exercise independent judgment and critical thinking with minimal supervision

* Excellent written communication skills including the ability to prepare technical documentation

Responsibilities include, but not limited to:

* Application Packaging: knowledgeable in modifying source installation media to redeploy with customized configuration settings across the fleet

* Device Management: in both SCCM and Casper, familiarity with developing computer collections, managing advertisements, and deploying patches, updates, applications, and modifying configurations to ensure standardization as well as to improve the functionality of the enterprise fleet of devices.

* Classroom Management: familiarity with the use of applications for device lockdown to prevent student tampering; monitoring/tracking tools to ensure student time-on-task; and efficient educator workflows.

* Documentation: assemble technical architecture as well as end-user training documentation

* Collaboration: work with Service Desks and support teams to help ensure standards are maintained, problems are addressed, field issues are understood and future states anticipated.

* Integration solutions: implement platform agnostic and supportable across Microsoft Windows, Apple OS X & iOS, ChromeOS.

* Working with teachers on Google Apps for Education

* Ensure devices are fully suitable to classroom usage and student assessments.

* Update all assigned tickets capturing troubleshooting activities, resolving escalations from the Service Desks

* Utilize all device management tools and strategic commerce models to deploy software to devices and train school-based staff to do the same.

* Other responsibilities as assigned

Residency Requirement:

* As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of his or her CPS hire date and maintain residency throughout their employment with the district.


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