Manager, Technology Logistics and Technical Services

Position Title: Manager, Technology Logistics and Technical Services

Reports To: Director, Classroom & Technology Support

Campus: Bronx, NY 

Job Summary: 

The Manager, Technology Logistics and Technical Services is a specialized, hands-on role accountable for the technical supply chain, including the coordination of all education technology inbound/outbound logistics, the refurbishment of technical assets, and the delivery of remote Level 1/Level 2 support across all campuses.

What You’ll Do:

• Logistics Coordination: Serve as the primary point of contact for vendor-held "buy and hold" products, initiating and coordinating the accurate shipment of equipment to align with project and deployment schedules.
• Shipping & Receiving Operations: Execute and oversee all inbound and outbound shipments of technology products, including packaging and delivery of materials for projects, new sites, and satellite campuses.
• Inventory Control: Maintain accurate inventory records for technology held on-site (ready for deployment or refurbishment) and track the status of vendor-held assets.
• Process Documentation: Develop and enforce Standard Operating Procedures (SOPs) for all logistics, shipping, and handling processes to maximize operational efficiency.

• Remote Technical Support (L1/L2): Provide direct Level 1 and Level 2 remote troubleshooting and technical support to 25+ campuses for classroom technology and learner devices.
• Refurbishment Management: Manage and execute the full process for repurposing end-of-lifecycle lab laptops into reliable loaner pool devices.
• Technical Bench Work: Perform hands-on technical tasks including hardware repair, component replacement, system imaging, data wiping, and applying technical standards to devices within the refurbished loaner pool.
• Quality Assurance: Implement a thorough QA process to ensure all refurbished loaner laptops meet required performance and cosmetic standards before deployment.
• Lab Management: Oversee the organization, maintenance, and supply levels of the refurbishment workshop/lab space.

• Supervision: Recruit, train, and oversee potential interns, temporary staff, or learners/volunteers assisting primarily with the refurbishment and lab operations.
• Mentorship: Provide guidance and direction to ensure high quality of work and strict adherence to technical standards in the lab and shipping areas.
• Collaboration: Act as liaison between the EdTech team, Procurement, Campus IT/Lab Managers, and shipping vendors.

What You’ll Bring to Us: 

• Education: An Associate's degree or specialized vocational training in Information Technology, Logistics, or a related field is preferred. Equivalent professional experience is accepted in lieu of a degree.
• Certifications: Relevant professional certifications such as CompTIA A+, Network+, or certifications from a major hardware vendor (e.g., Dell, HP) are highly desirable.

• Technical & Support Experience: 2+ years of progressive, hands-on experience in IT technical support (Tier 1/2) and/or hardware repair/bench work.
• Expertise in remote troubleshooting for classroom technology, learner devices, and common educational software.
• Deep proficiency in laptop hardware diagnosis and repair and mass deployment techniques (e.g., OS imaging).
• Logistics & Inventory Experience: 2+ years of experience in inventory management, logistics, or warehouse operations, specifically handling high-value assets and coordinating shipments.
• Proven ability to manage vendor relationships related to product holding ("buy and hold" systems) and coordinate inbound/outbound shipments to multiple sites.
• Meticulous attention to detail in tracking, logging, packaging, and securing high-value inventory.
• Management Experience: Prior experience supervising or mentoring junior staff, interns, or volunteers in a technical, warehouse, or lab environment.

• Exceptional Ownership & Accountability: You possess a strong sense of responsibility, taking full ownership of all logistical outcomes and technical resolutions, ensuring mission-critical assets and services are maintained.
• Highly Organized & Detail-Oriented: Exhibits meticulous attention to detail required for accurate inventory tracking, precise technical work (refurbishment), and disciplined process execution.
• Proactive Problem-Solver: You are resourceful and proactive, anticipating hardware failures or logistical bottlenecks and implementing effective, repeatable solutions rather than waiting for issues to escalate.
• Customer-Focused Communicator: An effective communicator (both oral and written) who demonstrates patience and empathy when providing technical support to non-technical staff across all campuses.
• Mission Aligned: Experience working within the non-profit or education technology sector is a plus.

For this role specifically, we are targeting a salary of $71,000/year, with a range between $60,000/year and $71,000/year, where the difference in salary is typically determined by several factors, including geography in which the selected candidate resides, and alignment with qualifications and experience.

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