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 to senior level experience working in the Information Technology field; A combination of experience & education may be used to meet the Bachelors Degree requirement

Certification/Licensure

None required

Technology certification(s) a plus

Experience Qualifications

Minimum of 7 years of progressively responsible experience within the Information Technology field, with a minimum of 3 years of supervisory experience; Experience installing and implementing major data networks including needs assessments, design, supervision, and daily support required; Experience working in an educational environment preferred

Knowledge/Skills/Abilities

Experience working with and maintaining a variety of device platforms including Windows 10, iPads, Chrome Books

Experience in developing workflows, departmental standard operating procedures, and performance reporting

Experience with computer repair and maintenance contracts and warranties preferred

Ability to keep current on developing technologies and potential impact on District operations

Ability to relate to a wide variety of people and to observe, listen, motivate, and provide leadership which results in the best environment

Ability to manage financial, material, and human resources effectively

Ability to develop implement, monitor, and evaluate program goals and initiatives

Excellent verbal and written communications skills and ability to make oral presentations to various audiences including District leadership, departments, and communities Working Conditions

Normal office environment Physical Demands

Routine physical activity associated with normal office environment

Lifting is required due to the nature of tasks (up to 50 lbs.)

Posting ID: 32236

It is the policy of the Fulton County School System not to discriminate on the basis of race, color, sex, religion, national origin, age, or disability in any employment practice, educational program, or any other program, activity, or service. If you wish to make a complaint or request accommodation or modification due to discrimination in any program, activity, or service, contact Compliance Coordinator Gonzalo LaCava, 6201 Powers Ferry Rd, NW, Atlanta, Georgia 30339, or phone .TTY .