Support Structure

Technical support within Norfolk Public Schools is organized into three tiers of service to ensure efficient and effective resolution of technology needs throughout the district.

Tier 1 – Helpdesk Center
The Helpdesk serves as the first line of support. The team assists with general questions and lower-level concerns and can escalate more complex issues to Tier 2 or Tier 3 as needed.

Tier 2 – Site Engineers and Zone Support
Tier 2 consists of Site Engineers who provide direct, on-site technical support to schools within assigned zones. The district is divided into five zones, each led by a Zone Lead who provides leadership, coordination, and planning. This structure allows for increased service delivery, improved response times, and greater coverage across the city. In the event of an emergency, an engineer absence, or a surge in support needs, the Zone Lead ensures continued coverage and prioritization of services.

Tier 3 – Specialized Technical Services
Tier 3 includes specialists who manage and maintain core district systems such as Network Operations, NPS Servers, MUNIS, and Synergy. MUNIS support is provided by the Business Information Services (BIS) team, while Synergy is supported by the Student Information Services (SIS) team for general Synergy issues. Learning Support manages the special education side of Synergy operations.

Every School, Every Day
The Every School, Every Day plan was created to strengthen our level of service and ensure every school receives consistent and dependable technology support. The district is divided into five zones, with each zone staffed by several Site Engineers and assigned schools.

Through this model, our goals are to:

•  Provide a strong technology presence in every school, every day.
•  Strengthen communication between schools and IT support.
•  Ensure continuity of service when a Site Engineer is unavailable.
•  Foster teamwork and consistency through a collaborative support model.
•  Shift the perception of IT support from a single point of contact to a multi-layered team effort.
•  Promote cross-functional collaboration to deliver efficient and effective services.
•  Take an integrated approach to service delivery that focuses on the needs of the customer.
•  Deliver projects on time and within budget while exceeding expectations.