Director, Technology Support

Summary

Provides vision and leadership as well as the management and supervision of the District’s Technology Support Staff, including  Coordinators, School Technology Specialists, Service Desk, and other supporting staff members; Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; establishes and maintains department operating procedures, workflows, documentation, and reporting; Proactively manages critical technical support services within a very progressive District and works with numerous other technology and District staff

Essential Duties

Managerial Responsibilities:

• Oversees the leadership, vision, long range goals and objectives of Technology Support, including end user technical support, student and school staff device support, and administrative building device support
• Directs and manages the daily operations of the Technology Support Department in accordance with the organization’s values and objectives with the ability to make quick and difficult decisions based on the best interest of the School District
• Leads the daily technical support operations of device and peripheral distribution, installation, troubleshooting, maintenance, inventories, HUB sites, applications, software deployments based on district approved standards
• Establishes and maintains documentation, Service Level Agreements, escalation points, and reporting for all levels of end user technical support; Oversees the service desk request system and tasks assignments to ensure that work requests are documented and satisfied
• Communicates effectively bi-directionally regarding status of IT incidents and/or planned initiatives to senior management and schools
• Executes all relevant IT plans including Change Control;
• Ensures proper and effective communication, impact analysis, and approvals for technology in the schools
• Manages vendor relationships, third party support contracts, and participates in the contract bidding and award process
• Ensures the team’s KPI’s/SMART goals are established and monitored, actions are taken and evaluated accordingly – delegating as appropriate

Conducts regular reviews of assigned staff and develops personal development plans, following systems processes where appropriate in accordance with provision of board policies; Ensures professional development of the team and individuals occurs and that the highest potential is achieved

Leadership:

• Leads and supports the Technology Support Coordinators, School Technology Specialists, and Service Desk teams
• Participates on the IT Leadership team and contributes to the strategy, vision, and direction of the organization
• Leads and manages the team, ensuring team and individual performance levels meet customer needs and SLAs consistently
• Contributes to the success of the Information Technology Division and assists in improving the overall customer experience within the assigned team continually
• Participates and contributes to overall IT leadership team via collaboration, presentations and meetings
• Ensures that the District and IT mission and vision, strategy and business plan (and any updates) are communicated to and understood by all members of the assigned team
• Reviews aspects/areas for improvement with own practice/processes, and those within the assigned area of responsibility
• Demonstrates knowledge and understanding of and ability to apply the District’s Talent Office policies; deal with personnel matters and/or Talent as needed and appropriate
• Works under the direction of the appropriate manager to monitor financial management within the assigned team, with the support of the Finance Department, ensuring purchase orders are placed promptly and Purchase Card(s) are managed according to the policies outlined by the Finance and Accounting department
• Ensures that relevant Health and Safety requirements are adhered to and that risk assessments are revised when requested by the HR Manager, including undertaking any mandatory training as required
• Recommends procurement decisions related to hardware and software
• Updates job knowledge by participating in educational opportunities, reading professional publications, and participating in professional organizations
• Performs other duties as assigned by the appropriate administrator

Required Education

Bachelor’s Degree in Management Information Systems, Computer Science and/or related IT Technology field or In lieu of Bachelor's Degree, will consider High School Diploma or GED with 8+ years of mid