Director of Technical Services - Irving Independent School District

JOB TITLE: Director of Technical ServicesHOUR STATUS: Exempt

REPORTS TO: Chief Technology Officer PAY GRADE: 7 (230 days)

and Innovation

DEPARTMENT: Technology Services DATE REVISED: September 2024

PRIMARY PURPOSE:

To provide leadership and oversight, including vision setting and ongoing refinement for the district’s Technical Service and Application Service Desk teams that enable the department to support campus and district initiatives. This includes directing the ongoing planning, implementation, and maintenance of the district’s end-user technology purchases, installation, maintenance, inventory control, and help desk operations (hardware and applications) to support the core operations of the district. The responsibilities also include recruiting, hiring, training, developing, and supporting technology staff.

QUALIFICATIONS:

Minimum Education/Certification:

Bachelor’s Degree in an Information Technology related field required (or equivalent training and/or work experience).

Special Knowledge/Skills:

• the operation and maintenance of Inventory Management Software (IMS), Mobile Device Management that supports technology (e.g. iPadOS, Chrome OS, and mobile hotspot), Work Order (or Ticketing) Systems, and Microsoft System Center (or equivalent including but not limited to: Operations, Configuration, Endpoint Protection, Virtual Machine, and Data Protection management) to support multiple locations with various hardware and software configurations.
• procurement policies and practices to identify technology needs, develop proposals, evaluate solutions, and implement initiatives.
• installation and repair of basic computer-related equipment and mobile devices such as laptops, Chromebooks, iPads, and mobile hotspots.
• use of debug and analysis tools for troubleshooting and resolving issues.
• campus learning environment and use of technology in learning.
• communicating technical information, procedures, and requirements to technical and non-technical users.
• customer service and data-driven support ticket responsiveness.
• adapting quickly to a rapidly changing technological environment.
• finding new and innovative approaches to performing the business at hand.
• leveraging the strengths and unique perspectives of others within the organization and collaborating with internal and/or external stakeholders to reach a solution.

Minimum Experience:

A minimum of 4 years of experience in the management of medium-to-large scale Technical Services organizations or equivalent. Experience in an educational environment is an asset.

MAJOR RESPONSIBILITIES AND DUTIES:

1. Effectively manage the daily operations of Technical Services and the Application Service Desk to support the core business of education.
2. Provide consultation, technical assistance, and outstanding support to school campuses and administrative departments.
3. Collaborate with division and departmental leaders to understand evolving technology needs, specify solution requirements, and implement projects
4. Promote responsiveness among staff to provide the highest support for school/district goals.
5. Establish an organizational climate to provide the components of high-quality customer service: courtesy, caring, flexibility, and timely problem resolution.
6. Promote a positive working environment among subordinates and between departments.
7. Identify and advocate the need for application upgrades and improvements, appropriate levels of staffing, and other support requirements to ensure that the department’s capabilities successfully meet the changing needs of the district.
8. Support the Chief Technology Officer in the development, implementation, adoption, and support of technology solutions for all District departments and functions.
9. Plan and manage all Technical Services and Application Service Desk projects and activities including managing the development, implementation, and maintenance of all systems supporting Technical Services and the Application Service Desk.
10. Manage, direct, and assign priorities and personnel to major projects to ensure the attainment of district and department strategic goals and objectives.
11. Maintain end-user devices and applications to maximize user satisfaction while also maintaining fiscal responsibility.
12. Ensure timely and appropriate responses and resolutions to all end-user technology support incidents and requests.
13. Recruit and supervise an effective team capable of completing assigned goals.
14. Provide adequate training for staff when new methodologies are to be applied.
15. Evaluate the job performance of staff to ensure staff effectiveness. This includes using objective measures of productivity (e.g. completed work orders, average time to closure of work orders, support calls completed, etc.).
16. Develop & provide professional development to ensure the ongoing growth of team members and the utilization of emerging technologies.
17. Model excellent customer service.
18. Oversee all projects and activities of the department to ensure that they are implemented on time and within budget.
19. Maintain operational statistics to forecast future Technology requirements for the district. This includes using historical, aging, and defect data to perform trend analysis for forecasting purchases and determining problem areas for devices and parts.
20. Plan, purchase, implement, support, and dispose of end-user devices (including hotspots), peripherals, operating systems, and A/V equipment.
21. Prepare and monitor the annual budget for all personnel, hardware, parts, and application-related activities that are required for the effective daily operation of the Technical Services Department and Application Service Desk.
22. Maintain and support all systems that manage and support software delivery, inventory, and work order systems.
23. Develop policies and procedures that ensure appropriate use and adoption of technology resources.
24. Demonstrate knowledge and support of devices that are used by all stakeholders including students, staff, and community.
25. Oversee audio-visual as well as devices for district events.
26. Maintain and support all systems and applications that support end-user devices.
27. Participate in community activities, to the extent feasible and appropriate, that foster rapport and mutual respect between the district and the community.
28. Oversee hardware and level I application support for external partnerships such as Digital Promise, Verizon, & Dallas College.
29. Communicate the status of projects to the supervisor regularly.
30. Communicate with students, staff, and parents regarding technology services and issues.
31. Continually stay abreast of emerging technologies and make recommendations for future needs.
32. Participate in professional organizations that provide synergy and quality benefits to the department.
33. Always demonstrate professional and ethical behavior.
34. Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises and evaluates the following professionals:

Office Manager of Technical Services

Campus Technician

District Technician I & II

Audio / Visual Multimedia Specialist

Service Desk Analyst I & II

WORKING CONDITIONS:

Mental Demands / Physical Demands / Environmental Factors: Must maintain emotional control and exercise reasoning and problem-solving skills while under stress. Must demonstrate ability to communicate effectively (verbal and written). Should be able to interpret procedures and analyze data for decision-making. Frequent in-district and occasional in-state or national travel. Occasional prolonged and irregular hours.

Safety: Perform all duties in a safe and responsible manner. Observe all safety precautions.

The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and the foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities, duties, and skills that may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Contribute to the prevention of accidents and injuries by observing safety rules and District policy, practicing the principles and skills taught in safety training, wearing personal protective equipment as required, reporting injuries and incidences immediately to supervisor, and being proactive in the ongoing efforts to improve workplace safety.