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.