Under the leadership of the Director of Technology, the position is responsible for leading, implementing, supporting, maintaining and coordinating the activities of the Customer Support Center (CSC), the Asset Management Team (including the DOT Processing Center (DOTPC), and the Hardware Repair team (HRT). This includes managing all aspects of technology equipment inventory and life cycle, creating and maintaining procedures and processes to include quality assurance when and where applicable, and serving as customer satisfaction liaison to schools and departments for services provided by the Department of Technology (DOT).

ESSENTIAL TASKS

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

Supervise the daily operations of managed teams, including setting priorities, processing staff attendance and performance documentation, and supplementing staff as needed.
Serve as the primary contact for division employees regarding DOT customer service, ensuring timely responses and actions.
Incorporate quality assurance practices and establish Continuous Improvement as a goal for staff, procedures, and processes.
Perform audits of CSC, DOTPC, and HRT for compliance with Service Level Agreements and established processes.
Identify, track and report issues and defects to department leadership as needed.
Prepare and provide reports on the work of each team managed as requested.
Perform related work as required.

Customer Support Center (CSC)

Work with other VBCPS departments or offices to resolve issues.
Ensure high quality Tier 1 customer support by collaborating with DOT teams to identify and address inadequacies in standards, processes, or services, including the establishment, review and revision of Knowledge Articles for staff use.
Collaborate with DOT teams to provide triage information before transferring cases for resolution.
Review the call center application with DOT designee(s) to ensure efficacy relative to the needs of the team and effective integration with case management and/or other applications used by the center.
Document processes and procedures with the supervisor and conduct training for staff.

Asset Management/DOT Processing Center (DOTPC)

Manage technology assets inventory and audits throughout device life cycle, and non-standard hardware approval processes and requests.
Coordinate receiving, tagging and delivering new assets to sites based on Purchase Order data.
Review requests to dispose of computers and other technology assets.
Coordinate delivery and receipt of technology assets being repaired and disposed.
Coordinate ordering, provisioning, delivery, and installation of large computer purchases.
Review Purchase Orders and work with vendors to resolve issues with delayed deliveries.
Collaborate with DOT staff on processes, procedures and training for the technology asset management system.
Ensure completion of and compliance with all certifications needed by staff for the completion of daily tasks.
Provide reports as requested for asset management data.
Ensure contracts for disposal and bids for buyback of technology assets are current.

Hardware Repair Team (HRT)

Consult with outside vendors for specific hardware and peripheral requests.
Recommend specific computer models based on administrative and instructional need.
Work with Asset Management team on non-standard hardware requests.
Work with designated DOT staff to remain current on self-maintainer financial statements.
Coordinate supplemental hardware repair support as needed with DOT teams and designees.

KNOWLEDGE, SKILLS AND ABILITIES

Must have a knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources. Must have the ability to establish and maintain effective working relationships with administrators, teachers, staff and associates; employ sound analytical and organizational skills; exercise initiative and good judgment; operate a computer and corresponding software applications; and communicate effectively, both orally and in writing. Must have exceptional leadership and problem-solving skills to identify problems and review information in order to develop options and implement solutions.

EDUCATION AND EXPERIENCE

Required: Master's Degree and extensive administrative experience preferably in a school system.

Preferred: Certifications in Quality Assurance and/or Information Technology Infrastructure Library (ITIL)

PHYSICAL REQUIREMENTS

Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public using the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Frequent sitting, grasping, fingering, repetitive motion, and reaching. Occasional walking, standing, bending, stooping, balancing, and crouching. Ability to lift up to 20 pounds occasionally. Requires timely and regular adherence to established work schedules.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

SPECIAL REQUIREMENTS

Possession of a valid driver's license

Regular and reliable attendance is an essential function of this position.

HOW TO APPLY

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