Manager, IT Support and Customer Experience
Howard County Public School SystemAbout the role
ABOUT US
The Howard County Public School System (HCPSS) is one of the leading school systems in Maryland and the nation. To learn more about us and our 2024 -2029 Strategic Plan, please visit our website and our careers page. Join our award-winning workforce and make a difference in the lives of our students!
ABOUT THE APPLICATION PROCESS
Before you begin, please read the job posting below carefully including the Application Requirements specific to this position. Be sure your application reflects experience and education required to meet the minimum and any preferred qualifications listed. Our application guide includes detailed instructions to assist you. Once your application has been submitted, you will not be able to add documentation or make any changes.
Please note that application submission will be available only through 11:59 PM on the date prior to the indicated end date. If no end date is indicated, the posting will remain open indefinitely.
Job Posting End Date:
03-25-2026Reminder: Current permanent and temporary employees must apply through the Jobs Hub in Workday, not the external career site.
DESCRIPTION
Under the direction of the Director of Information Technology Infrastructure, the Manager will provide a targeted focus on customer service, ensuring that IT Infrastructure teams provide direct support, training, and communication to schools. The Manager will be responsible for developing and overseeing student involvement in critical support functions, ensuring they gain valuable, practical experience and fostering deep engagement. Additionally, the Manager will lead the transformation of face-to-face technology support, enhancing the overall customer experience within the school system.
MINIMUM QUALIFICATIONS
Education:
Bachelor's degree from an accredited college or university or the equivalent combination of education and experience.
Experience:
Five years of experience developing and implementing programs and procedures for customer service and support to include experience:
Providing direct hands-on customer support.
Tracking, analyzing, and leveraging data or metrics to drive continuous improvement.
PREFERRED QUALIFICATIONS
The ideal candidate for this role will also possess a combination of the additional qualifications below. If you don’t meet every one of the preferred qualifications, we still encourage you to apply, as we welcome applications from candidates with diverse backgrounds and experiences.
Education:
Bachelor's degree from an
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