Job Title: Director of Technology Support                                     Wage/Hour Status: Exempt

Reports to: Chief Technology Officer

Pay Grade:  Technology 6                                                            Revised: 10/3/24

Primary Purpose:

To provide efficient, reliable, effective, and customer-friendly end-user support to all campus/department staff and students, the IT service desk strives to:

Qualifications:

Education/Certification:

• Bachelor's degree required
• Previous administration experience in the supervision of technology staff and programs preferred

Special Knowledge/Skills:

• Superior interpersonal skills
• Visionary and mission-driven leader
• Ability to lead a team toward innovation and creative leveraging of constraints
• Communicates high expectations
• Build consensus and support collaborative decision-making processes
• Data-driven decision-maker
• Proven ability to design professional learning
• Excellent oral and written communication skills
• Proven facilitator in both large and small group settings
• Ability to maintain confidentiality about district matters
• Knowledge of technology end-user equipment and infrastructure technology

Major Responsibilities and Duties:

• Supervise, appraise, and develop technical support staff.
• Handle service requests promptly and resolve issues in a timely manner.
• Utilize technology and automation tools to streamline processes and improve efficiency.
• Continuously monitor and optimize service delivery to identify and address bottlenecks.

• Adhere to industry best practices and standards to ensure consistent and reliable service delivery.

• Treat all users with respect, empathy, and professionalism.
• Tailor support interactions to meet the individual needs of each user.
• Maintain a positive and welcoming attitude, fostering a sense of trust and confidence in the helpdesk.

• Planned and implemented training programs for technical staff.
• Coordinate departmental activities and functions to provide technical and information systems support for all facets of district operations.
• Provide clear, concise, and accurate information and guidance to users.
• Work collaboratively with other IT teams and departments to ensure a comprehensive and integrated problem-solving approach.
• Continuously evaluate and refine processes to enhance the effectiveness of support services.
• Consult with district departments and campuses to develop support needs.
• Participate in technology projects contracted to outside vendors as defined and required.
• Research, evaluate, and make recommendations for hardware and software purchases.
• Oversee the district technology help desk.
• Oversee technology asset manager.
• Ensure district technical support meets outlined service level agreements.
• Provide end to end problem and project management for district technology projects.
• Ability to analyze and resolve application issues.
• Demonstrate professional work ethic, including multitasking, attention to detail, and follow-through.
• Support Chief Technology Officer on various projects.
• Demonstrate responsible fiscal control over the assigned budgetary areas.
• Assisted in the development of policies and procedures related to technology.
• Assist in staffing decisions.