Director of IT Support Services

Position Type:

Technology/Director of IT Support Services

Date Posted:

6/30/2025

Location:

District Office

Closing Date:

Until FilledPay Grade: 880 (Competitive Pay Based on Experience)

Primary Purpose:

This position is responsible for ensuring a customer-focused approach to the timely and efficient delivery of technology-related services and support. Ensure efficient and effective access to information resources and services by all campuses and administrative departments, including any related technology.

Qualifications:

Education/Certification:

Bachelor's Degree

ITIL, PMP, CETL certifications preferred

Special Knowledge/Skills:

Knowledge and experience with IT process management using ITIL/ITSM frameworks

Knowledge and experience with project management methodologies (e.g., Agile, Kanban)

Knowledge and experience with project management tools (e.g., Monday.com, Smartsheet)

Knowledge and experience managing an IT service desk and technical support staff

Knowledge and experience with asset management, inventory control, and ticketing systems

Knowledge and experience supporting end-user compute systems, including MacOS, iOS, Windows, and Chrome platforms

Knowledge and experience supporting and managing software applications, including imaging, packaging, cloud, internet, and server-based

Excellent organizational, communication, and interpersonal skills

Ability to maintain accurate and auditable records

Ability to manage multiple priorities effectively

Ability to develop and maintain effective working relationships

Experience:

Ten years of experience supporting technology operations in a large network environment

Five years of experience supporting K12 education technology preferred

Major Responsibilities and Duties:

Leads with a continuous improvement mindset; fosters positive end-user relationships and drives customer satisfaction.

Provide direction and leadership to the IT Support Services department. Evaluate the job performance of employees to ensure effectiveness.

Manage, direct, and assign priorities and personnel to major projects to ensure attainment of district and department goals and objectives.

Monitor help desk ticket volumes and performance metrics while supporting the team in exceeding expectations.

Oversee the installation and testing of hardware and software, and ensure operating systems and applications are maintained at appropriate levels.

Work with campuses and departments to assess their needs and provide tangible solutions to help them improve their productivity and meet their goals and objectives.

Responsible for IT asset management. Oversee the tagging and inventory of all technology-related equipment and determine the equipment lifecycle from procurement to disposal.

Gather and report operational metrics, accomplishments, and priorities for weekly leadership meetings.

Develop and coordinate a continuing evaluation of information and technology services and implement changes based on the findings.

Supports integrated ITIL processes with Incident, Change, and Problem Management. Develops plans to resolve problems and prevent them from recurring; maintains high service levels for the user community in accordance with SLAs. Ensure all changes are well communicated, coordinated, and documented

Maintains up-to-date documentation, including diagrams, on all technology implementations.

Establish and maintain a high level of customer trust and confidence in the team's knowledge of and concern for educational and business needs.

Be customer service oriented and maintain a professional approach regarding all district matters.

Be adaptable and flexible in acceptance of changes in techniques and procedures.

Perform R&D and remain knowledgeable of emerging trends in technology and education, and keep abreast of innovative practices.

Attain and keep current, relevant technology certifications.

Perform special projects, after-hours support and upgrades, and other duties as assigned

Supervisory Responsibilities:

Supervise and evaluate the performance of staff assigned to the area of IT Support Services

Working Conditions:

Mental Demands:

Ability to communicate effectively (verbal and written); interpret policy, procedures and data; coordinate district functions; maintain emotional control under stress; work with frequent interruptions Physical Demands/Environmental Factors:

Frequent districtwide and occasional statewide travel; occasional prolonged and irregular hours; frequent sitting, standing, stooping, bending, kneeling, pushing and pulling; occasional lifting up to 50 pounds;prolonged use of computer and repetitive hand motions

SM063025