| Location | ferris, TX |
Ferris ISD Human Resources
Job Title: Help Desk Manager Exemption Status: Non-Exempt Reports to: Director of Technology Date Revised: August 21, 2026 Dept./School: Technology Pay Grade/Days: CP 8/ 226 Days
Primary Purpose: Direct and supervise daily technical support operations across all Ferris ISD campuses and administrative facilities. Ensure timely, customer-focused resolution of hardware, software, and network support requests to maximize instructional continuity and administrative productivity. Oversee the district's help desk ticketing workflow, student/staff 1:1 device management, and tier- 1/tier-2 support staff.
Qualifications: Education/Certification:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and experience) preferred.
Valid Texas driver's license with an acceptable driving record.
Preferred: CompTIA A+, Network+, ITIL Foundation, Google Certified Educator/Administrator, or Microsoft Certified Professional. Special Knowledge/Skills:
In-depth knowledge of K-12 learning technologies, including Google Workspace for Education, Chromebook management, Windows OS, macOS, and iOS.
Working familiarity with enterprise help desk ticketing platforms, asset tracking software, and remote deployment tools.
Strong leadership, project management, and conflict-resolution abilities.
Ability to analyze performance data, identify trends, and develop operational SOPs.
Excellent interpersonal, verbal, and written communication skills suitable for working with educators, campus leadership, and support staff. Experience:
Minimum 3-5 years of progressive experience in technical user support, desktop systems, or network environment support.
Minimum 1-2 years of supervisory or team lead experience in a school district or multi-site environment preferred. Major Responsibilities and Duties:
Manage, monitor, and optimize the district's automated IT ticketing queue to ensure service- level agreements (SLAs) are met consistently. Ferris ISD Human Resources
Prioritize and route incidents, maintaining elevated priority for active classroom instruction and campus administrative systems.
Serve as the escalation point for complex hardware, software, and access-control troubleshooting.
Establish standardized troubleshooting workflows, self-service knowledge base articles, and end-user guides.
Align scheduling and resource allocation to support campus technicians and track service level goals.
Plan and conduct onboarding, technical upskilling, and customer-service training for support staff.
Foster a service-oriented team culture aligned with Ferris ISD's mission and instructional goals.
Coordinate deployment, distribution, check-in, repair, and inventory tracking of student and staff 1:1 devices (Chromebooks, laptops, tablets).
Manage the warranty repair process, vendor RMA workflows, and spare-unit loaner pools across all campuses.
Conduct periodic physical audits of technology equipment and maintain audit-ready asset records.
Oversee role-based user account provisioning, password resets, and MFA support in compliance with district cybersecurity guidelines and TEA data governance requirements.
Coordinate first-line triage and escalation for suspected phishing, credential compromise, or unusual system activity.
Compile and deliver regular metrics reports to the Director of Technology regarding ticket volume, resolution times, recurring issues, and customer satisfaction.
Assist in developing budget recommendations for support tools, replacement parts, and peripheral inventories.
Maintain compliance with state, local, and district policies (including FERPA, TEA standards, and TASB board policies).
Perform other duties as assigned by the Director of Technology to support department operational goals and district needs.
Ferris ISD Human Resources Supervisory Responsibilities: Serve as a team lead to the Computer Network Technicians Mental Demands/Physical Demands/Environmental Factors: Tools/Equipment Used: Personal computer and peripherals; standard instructional equipment; [P.E. teachers: automated external defibrillator (AED)] Posture: Prolonged standing; frequent kneeling/squatting, bending/stooping, pushing/pulling, and twisting Motion: Frequent walking Lifting: Regular light lifting and carrying (less than 15 pounds); may lift and move textbooks and classroom equipment Environment: Work inside, may work outside; regular exposure to noise Mental Demands: Maintain emotional control under stress; work prolonged or irregular hours This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required. Director of Technology: Date Approved by Human Resources: Date 08/21/2026 08/21/2026