IT Support Manager

Frontline Education is an integrated insights partner serving more than 9,500 K-12 organizations and millions of educators, administrators and support personnel in their efforts to develop the next generation of learners.

We are looking for a hands-on IT Support Manager to support our internal teams at Frontline Education.

* Serve as senior technical leadership to the team of technicians * Assign & oversee work flow of systems administrators, technicians and interns * Develop KPI’s and health metrics for support team * Maintain & report system performance statistics * Work with IT Manager to define team structure and overall operation * Manage corporate infrastructure and systems as well as business continuity systems * Maintain corporate applications/systems * Mitigate corporate service related issues ? * Perform routine audits of systems & software ? * Maintain cross-functionality work flow with Business Systems team * Engage vendors for technology initiatives as needed * Consistently maintain documentation of changes via Kb Articles, and ITSM Tool * Groom documentation created by team * Make recommendations to leadership on process or solution enhancement * Initiate projects with budget approval and see them through to completion * Plan and run technology related to large group and company meetings * Manage and enact new user onboarding process * Develop corporate on-call rotation as needed

**Competencies** * Self-motivated with keen attention to detail * Passionate about technology and finding new ways to do things * Experience running a technical support team * Willingness to be hands on and jump-in to help the team whenever needed * Strong project management experience and ability to drive to completion * Highly organized * Understanding of basic core networking/switching/wireless functions * Understanding of client-server OS relationships * Understanding of virtualization platforms * Experience with VOIP and cloud calling platforms * Experience with cloud computing applications * Experience with backup and recovery systems/solutions * Strong analytical and problem solving skills with a propensity to think outside the box * Ability to interpret and implement corporate policy without specific guidance **Minimum Qualifications** * B.S. or Associates Degree in Information Systems, Computer Science or equivalent, or equivalent work experience * 10 years’ experience working in a technical role * Proven management/team lead experience * Strong interpersonal skills * Must have high degree of personal integrity with the ability to maintain strict confidentiality and uphold, safeguard and promote the organization’s values and philosophy * Ability to work without supervision on day to day basis * M&A experience a plus * Experience servicing teams in a SaaS org with understanding of the SDLC a plus * Travel will be required to support our multi-site org