Open Positions for Education Service Center Region 13

   
   
Openings as of 1/25/2020

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All Types » 08 - Technology (1 opening)
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Openings as of 1/25/2020
08 - Technology

  • Manager, District Technology Support JobID: 4712
  •  
  • Position Type:
      08 - Technology

  • Date Posted:
      1/21/2020

  • Location:
      Information Technology Services

  • Closing Date:
      Open until filled

    District:
      Leander Independent School District
  •   The State Board for Educator Certification will require all first time applicants for an initial credential to be fingerprinted as part of a national criminal background check. A cost of up to $49.00 will be charged for fingerprinting.

    PRIMARY PURPOSE
    Manage technology support systems by providing direction and guidance in client service to Information Technology support representatives.  Work with LISD staff to provide technology solutions for district initiatives and projects.  Unify district technology support systems, processes, and procedures.
     
    MAJOR RESPONSIBILITIES AND DUTIES
    • Lead and direct district Help Desk Specialist and Technology Support Specialist positions by providing training, prioritizing tickets, and managing projects. 
    • Oversee all aspects of the district-wide service desk system including implementation and structure.
    • Responsible for training all technology staff who answer Help Desk calls to provide a consistent and efficient support experience for clients.
    • Regularly review Help Desk call recordings and feedback. Work with staff to improve client support.
    • Assign and prioritize incident and service request tickets to Technology Support Specialists to ensure urgent needs and deadlines are being met.
    • Monitor ITS service desk system, escalating and communicating urgent issues.
    • Analyze performance of service desk tickets and documented resolutions, identify problem areas, and deliver solutions to provide better client service and reduce future problems.
    • Analyze service desk incident data and ensure that technology support staff are proactively meeting client needs and reaching Service Level Objectives.
    • Identify problems and common component failures from service desk system and work proactively with system and network engineers to resolve them.
    • Manage the district’s processes for providing administrative technology support.
    • Manage the creation of new and modification of existing technology support processes, making them proactive, efficient and effective.
    • Create, review, modify, discard support documentation and knowledgebase articles for both internal support staff and external clients.
    • Responsible for regular district technology support team meetings.
    • Conduct performance evaluations and goal settings of staff and provide input on hiring and counseling decisions.
    • Work with vendors on pricing, services, purchasing, delivery, and distribution of orders related to district initiatives.
    • Utilize ITS Change Control system to communicate technology project status.
    • Recommend needed product life-cycle upgrades to the district’s hardware and software.
    • Oversee and provide advice on district level projects for new hardware deployment, retired hardware disposal, and inventory maintenance.
    • Consult and collaborate with district systems engineers to recommend, design, test, and modify systems.
    • Work closely with system and network engineers to identify resolutions to on-going problems and concerns.
    • Manage IT staff and the implementation of various aspects of vendor related services and projects.
    • Work with stakeholders and oversee the technology needs and requirements for new buildings and campuses.
    • Ensure district hardware and software inventory is accurate by providing guidance to and collaborating with IT staff.
    • Provide multi-year budgetary analysis for district replacement equipment based on equipment life-cycle.
    • Act as tier 2 support for district technical issues by providing direction on hardware, software, printing, and network problems; perform needed repair.
    • Provide direct client support via Help Desk calls and on-site with clients as needed.
    • Oversee and provide advice on how to apply bundles and settings in enterprise device management systems.
    • Manage server-based applications and shared storage locations.
    • Consult with district systems engineers to set up and maintain networked printing infrastructure.
    • Maintain computer and user accounts; monitor and troubleshoot automated user account creation processes.
    • May evaluate and test software.
    • Demonstrate regular and prompt attendance to ensure a consistent focus on student learning.
    • Perform other duties as assigned.

    SUPERVISORY RESPONSIBILITIES
    • Technology Support staff
     
    GENERAL QUALIFICATION GUIDELINES
    Education/Certification/Experience:
    • Bachelor’s degree in education, computer science or related field required.
    • Industry standard certifications in technical support preferred.
    • Experience in overseeing information technology support programs.
     
    Knowledge/Skills/Abilities:
    • Knowledge of various operating systems, server operating systems, device management systems, service desk ticketing systems, wired and wireless networking, VLANs and sub-netting, basic and advanced scripting to customize user environments.
    • Skill in desktop and laptop hardware diagnostic and repair; organization, problem solving, and communication, including public speaking, writing, presenting, and customer relations.
    • Ability to collaborate closely with staff across multiple disciplines; plan and implement technology systems to meet the needs of teachers and students; learn, manage and adapt quickly to an ever changing environment; present complex information to a variety of audiences, including administration, teachers, parents, and community; solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; and design and ensure effective processes and procedures to facilitate highly functional and responsive client suppor 

    Mental/Physical/Environmental Demands
    The essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties, responsibilities, knowledge, skills, and abilities noted herein; however, this is not a comprehensive listing of all functions and tasks performed by positions found in this job description.
    • Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
    • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
    • Ability to understand complex problems and to collaborate and explore alternative solutions.
    • Ability to organize and prioritize own work schedule on short-term basis.
    • Ability to make decisions which have significant impact on the immediate work unit and monitor impact outside immediate work unit.
    • Ability to communicate with individuals utilizing a telephone, computer or other electronic device. 
    • Ability to compose material such as detailed reports, work-related manuals, publications of limited scope or impact and to make presentations outside of the immediate work area.
    • Ability to compute, analyze and interpret numerical data for reporting purposes.
    • Ability to make information presentations, inside and outside the organization.
    • Ability to work in fast-paced, multi-priority environment.
    • Ability to handle difficult conversations and deescalate employees, staff, and parents.
    • Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting.
    • Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching.
    • Occasional light lifting and carrying (less than 15 pounds).
    • May work prolonged or irregular hours.
    • Work with frequent interruptions.
    • Maintain composure and professionalism at all times.
      
    Equal Opportunity Employer
     
     
     








Postings current as of 1/25/2020 6:50:41 AM CST.


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