Manager - ERP/SIS Support

ROLE AND PURPOSE:

The TEAMS Support Manager will oversee and manage the ERP&SIS support, training and Specialist-Clerk Support teams, training and ensuring timely and effective assistance is provided to users. This role involves troubleshooting, identifying and resolving technical issues, coordinating with various technical and non-technical teams, and ensuring a smooth user experience across multiple software platforms. The manager will work directly with users, support teams, and stakeholders to ensure that ERP and SIS software applications are running efficiently and meet district needs.

QUALIFICATIONS:    

              Education/Certification:

• High School Diploma/GED from an accredited institution, required.
• Bachelor's Degree from an accredited institution (preferred)
• TASBO certification (preferred)

              Experience:       

• Eight years of Technology work experience in a school district may substitute in lieu of a bachelor's degree
• At least 3 years of experience in software support, technical support, or a related field.
• Proven experience managing or leading support teams of 4 or more is highly desirable.
• Experience with troubleshooting software, hardware, and network issues and identifying underlying related issues.
• Strong customer service skills and experience in user-facing support.

SPECIAL KNOWLEDGE/SKILLS:

• Strong understanding of software applications, IT systems, and school district operations.
• Ability to analyze and resolve software issues efficiently.
• Excellent communication skills and the ability to explain technical concepts to non-technical users.
• Ability to work collaboratively with other teams to implement software solutions.
• Familiarity with service desk software and ticketing systems.

MAJOR RESPONSIBILITIES AND DUTIES:  

I. SOFTWARE SUPPORT MANAGEMENT:

• Lead and manage the software support team to provide timely, efficient, and high-quality support to users.
• Lead and manage the training team to provide effective on-time training to users.
• Lead and manage the Specialist- Clerk Support team to provide on-campus support to staff.
• Troubleshoot and resolve software-related issues reported by end-users.
• Coordinate and prioritize support requests to ensure critical issues are addressed promptly.
• Manage and maintain support documentation, including knowledge base articles and troubleshooting guides. Provide training and guidance to users on software usage and best practices.
• Provide regular updates and reporting on software support activities, including ticket status and resolutions.
• Ensure ERP and SIS, updates and patches are executed correctly and on schedule.
• Crosswalk PEIMS and other reporting requirements in ERP/SIS for functionality with input and coordination within AISD and outside entities to include vendors. 
• Coordinating annual online registration and enrollment forms and setup 
• Scheduling timeline with Office of School Leadership 
• Rollover planning and coordination for SIS 
• Implementation of features /modules as needed/requested by other group
• Collaborate with software vendors, technology, and development teams to address and resolve technical issues.

II. OTHER DUTIES:

• Participate in training programs to improve job performance, technical skills, and communication skills
• Attend Manager meetings, departmental reviews, and special events as assigned.
• Follow organizational protocols for security, safety, and emergency procedures.
• Monitor user feedback and escalate issues as needed to higher management or technical teams.

III. SUPERVISORY RESPONSIBILITIES:

• Manage and mentor a team of software support specialists and trainers.
• Oversee the daily performance of the support team, ensuring that service level agreements (SLAs) are met.
• Regular Project Management implementations based on resources available.

IV. EQUIPMENT & SOFTWARE SKILLS:

• Familiarity with IT support tools, helpdesk software, and ticketing systems.
• Knowledge of software and application management platforms
• An understanding of databases and the connections the user sees on-screen.
• Personal computer, printer, fax machine, copier, scanner, and calculator.
• Microsoft Office applications (Word, Outlook, Excel, PowerPoint, One Drive, etc.)
• Google Suite applications (Docs, G-Mail, Sheets, Slides, Drive, etc.)

V. WORKING CONDITIONS:

       MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:

• Tools/Equipment Used: Standard office equipment, including computers and peripherals; standard instructional equipment.
• Posture: Moderate standing; occasional kneeling, squatting, bending, and stooping
• Motion: Moderate walking
• Lifting: Regular light lifting and carrying (less than 15 pounds)
• Environment: Work inside and outside (exposure to sun, heat, cold, and inclement weather); exposure to noise
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress.