Technology Operations Manager
About the role
The Technology Operations Manager plays a key role in ensuring that classroom technology, devices, and educational applications operate smoothly each day. This role is ideal for someone who takes pride in making systems work reliably and efficiently for the school community.
Responsibilities
HelpDesk Operations & Support Process Management: Manage and maintain the school's technology support system and ensure it operates effectively. Manage and operate the school's HelpDesk platform and support workflow. Monitor incoming support requests and ensure timely acknowledgement and resolution. Track recurring issues and identify root causes affecting technology reliability. Improve support processes and workflows to reduce repeated technical problems. Maintain internal documentation and user knowledge resources for common issues.
Technology Support & Issue Triage: Serve as the primary first-response contact for technology issues reported by faculty, staff, students. Review and evaluate technology issues reported across the school. Assess the nature and urgency of reported issues and determine appropriate next steps. Perform initial troubleshooting when safe and appropriate, even when the issue may ultimately involve another technology domain. Coordinate internally with the Data Systems & Integration Manager or Director of Technology when issues involve their areas of responsibility. Ensure that users receive clear guidance and that issues are routed to resolution efficiently.
Device Lifecycle, Endpoint and User Management: Network-Adjacent User Support: First-response support for end-user wifi connectivity issues (faculty laptops, student iPads, classroom devices, networked printers, A/V equipment). Pattern recognition across recurring connectivity reports, with escalation to the Director of Technology and vendor when issues indicate access-point, switch, or wider problems. Coordination with the Director of Technology on network changes that affect classroom or office operations. Asset-level documentation of networked devices (MAC addresses, locations, AP assignments where relevant). Manage school devices and endpoint systems. Oversee provisioning, configuration, and lifecycle planning. Maintain device inventory and asset tracking systems. Manage Mobile Device Management (MDM) platforms such as Mosyle. Manage endpoint security operations, ensure devices remain secure and compliant. Google Workspace operational ownership, including user lifecycle (provisioning, deprovisioning, password resets), group management, OUs, shared drives. Manage school-wide summer refresh and deployment projects.
Classroom & Office Technology: Maintain classroom and office/meeting room technology systems, including displays, projectors, audio equipment, and instructional technology tools. Maintain printers and multi-function devices, including toner replacement, basic troubleshooting, print-queue management, and vendor service coordination. Ensure that instructional and meeting spaces remain operationally ready for daily use. Coordinate troubleshooting, repair and maintenance for classroom and office technology. Collaborate with facilities or event staff responsible for maintaining and operating large venue A/V systems when issues or needs intersect. Coordinate wiring, installation and replacement of classroom and office equipment. Support faculty in using classroom tools effectively. Support students in using educational technology responsibly, safely, and effectively. Monitor classroom technology readiness.
Digital Safety & Filtering Operations: Operate and configure content filtering and student-device monitoring tools. Apply screen-time and app-restriction policies as defined by the Director of Technology and academic leadership. Serve as first technical responder for online-safety incidents: gather logs, preserve evidence, and escalate to the Director of Technology and counseling/administration. Provide usage reporting to support decisions made by the Director of Technology, Director of Curriculum & Innovation, and the Administration team. Develop and maintain operational documentation, including support procedures, user guides, and technology request workflows. Draft operational policies and standard operating procedures (SOPs) related to technology support, device use, and classroom technology practices within the scope of the role. Collaborate with the Director of Technology to ensure that operational procedures align with institutional technology policies, school culture and governance standards.
Requirements
Technical Experience: Min 2 years of experience in technology support, IT operations, or a related role. Experience managing devices and endpoint systems. Familiarity with mobile device management platforms. Experience supporting classroom technology environments. Experience providing user support in organizational settings.
Professional Skills: Strong problem-solving ability. Excellent communication with non-technical users. Ability to manage multiple priorities. Strong process documentation skills.
Behavioral Expectations
Operational Ownership: Takes responsibility for diagnosing, resolving, and coordinating issues within this role's domain, including serving as first-touch triage for issues that ultimately involve other technology areas. Acts rather than waits for direction.
Operational Initiative: Actively monitors operational technology systems, identifies recurring issues, and implements improvements that increase reliability and reduce disruption to faculty and staff.
Comfort with Ambiguity: Acts independently within established guidelines, assesses situations quickly, and determines appropriate next steps when documentation or procedures are incomplete.
Collaboration: Works closely with the Technology Team and across departments to ensure users experience clear and responsive technology support regardless of the underlying system.
Community Participation: Contributes to Burke's professional community by attending Professional Development days, faculty meetings, and full-staff gatherings; supporting school-wide events and occasional evening or weekend activities; and contributing positively to the school's collaborative culture.
Qualifications
Experience working in an educational environment.
Familiarity with educational technology platforms.
Experience supporting Apple devices and Google Workspace.
Experience with helpdesk systems and support operations.
Skills
Strong problem-solving ability.
Excellent communication with non-technical users.
Ability to manage multiple priorities.
Strong process documentation skills.
Benefits
Burke's offers competitive compensation based on prior experience and position requirements. Comprehensive benefits are provided.
Pay
$41.64-$49.07/hr (equal to $86,611-$102,066 annualized at 40 hrs/wk)
Schedule
Standard hours are 7:30 AM - 3:30 PM. The role requires flexibility for occasional evening or weekend support of school events (back-to-school night, board meetings, parent events, summer projects), scheduled in advance whenever possible and compensated per applicable labor law.