Technology Support Manager - Bellevue School District

POSITION OBJECTIVE:

The role of Technology Support Manager oversees the customer support of district technologies to ensure families, students and staff receive excellent customer service.

COMMITMENT TO EQUITY:

The Bellevue School District is committed to a diverse workforce representative of our students, one that embraces and models cultural competency as an international community.

DUTIES & RESPONSIBILITIES: (These duties are a representative sample; position assignments may vary.)

Operations:
• Technical Issue Resolution: Oversees the resolution of hardware and software technical issues.
• Customer Service Excellence: Ensures exceptional customer service for all district users. Develops metrics to track customer satisfaction and team performance.
• Support Ticket Management: Manages the support ticketing system to ensure it is fully leveraged, including proper recording, documentation, and closure of tickets.
• Technical Documentation: Ensures all technical documentation is accurate, accessible, and up to date.
• Technology Training: Oversees the technology training provided by the department.

Leadership:
• Team Supervision: Supervises the Service Center team, including responsibilities for hiring, training, and conducting performance evaluations.
• Goal Setting and Planning: Develops and implements team goals, objectives, and work plans to ensure alignment with organizational priorities.
• Culture Building: Fosters a collaborative and innovative team culture that encourages continuous improvement and teamwork.
• Project Leadership: Leads and oversees initiatives and projects related to customer service and technology support, ensuring successful execution and alignment with strategic goals.

Improvement, Innovation and Collaboration:
• Cross-Departmental Collaboration: Works closely with administrative and instructional departments across the district to understand and address their technology and support needs.
• Customer Service Enhancement: Partners with Technology Services managers to enhance customer service throughout the department.
• Vendor Relationship Management: Develops and maintains strong vendor relationships, prioritizing open and collaborative communication.
• Process and Workflow Optimization: Assesses and improves the Service Center’s processes and workflows to enhance efficiency and customer satisfaction.

REPORTING RELATIONSHIP:

• Reports to and is directly supervised by the Executive Director of Technology.
• Supervises Service Center staff which includes help desk, technology support, training and hardware repair staff.

EDUCATION & EXPERIENCE (positions in this class typically require):

Required
• Bachelor’s Degree in related field
• Five years of experience in use of computers, peripheral devices, Microsoft software and related/similar operating systems.
Preferred
• Three years of supervisory experience.
Allowable Substitutions:
• Experience may be substituted depending upon other qualifications.

LICENSING REQUIREMENTS (positions in this class typically require):

• None

KNOWLEDGE (position requirements at entry):

• Demonstrates knowledge of software, hardware, peripherals, Microsoft operating system, cloud technologies and Microsoft Office suite
• Demonstrates knowledge of ITIL
• Demonstrates knowledge of technology monitoring and support solutions
• Demonstrates knowledge of general trouble-shooting techniques for software, hardware and network systems

SKILLS (position requirements at entry):

• Shows a strong ability to be customer service oriented
• Possesses analytical and problem-solving skills commensurate with the position
• Ability to convey technical issues and materials to non-technical audience
• Ability to work independently with minimal direction or supervision
• Possesses effective oral and written communication skills
• Demonstrates multicultural sensitivity with the ability to effectively and collaboratively work with diverse populations
• Ability to perform all duties in accordance with all applicable Board policies and district and legal requirements
• Ability to meet and maintain punctuality and attendance expectations

PHYSICAL REQUIREMENTS:

Positions in this class typically require: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, ?nger dexterity, grasping, talking, hearing, seeing, and repetitive motions.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time.

Incumbents may be subjected to moving mechanical parts, odors, chemicals, extreme temperatures, inadequate lighting, workspace restrictions, and intense noises.

CONDITIONS OF EMPLOYMENT:

Determined by the job classification on the Classified, Technical, Supervisor and Administrative Personnel Professional Technical Salary Schedule, Salary grade 6 $106,904 - $112,530 annual salary (starting at $106,904). Medical, dental, vision, long-term disability, and life-insurance eligibility is based upon 630 hours worked within a school year. Retirement provided through Washington State Department of Retirement Systems. Other benefits include vacation and paid holidays.

NOTE:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.

Verification of identity and United States work authorization must be completed. The successful candidate for this position must be fingerprinted. Employment is contingent upon clearance by Washington State Patrol and Federal Bureau of Investigation.

Bellevue School District does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts of America and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination:

Civil Rights, Racial Discrimination, and Gender Expression or Identity Discrimination:
Civil Rights/Nondiscrimination Compliance Coordinator Nancy Pham, (425) 456-4040 or phamn@bsd405.org

Sex-based Discrimination, including Sexual Harassment:
Title IX Coordinator: Jeff Lowell, (425) 456-4010 or lowellj@bsd405.org

Disability Discrimination:
Karen Dejong, (425) 456-4277 or kdejong@bsd405.org

Mailing address for all three: 12111 NE 1st Street, Bellevue, WA 98005.