The position of Manager, Client Support Services exists for the purposes of planning, organizing, directing, supervising and evaluating a first rate customer service team providing Tier 1, Tier 2, and Tier 3 in support of the district's mission, vision and goals; coordinating, organizing and supervising Help Desk and Hardware Repair Team in supporting networked devices in all district schools and departments. This position serves as the single focal point in the district for IT, including policies, systems, procedures, and administration of these services.
The Manager, Client Support must have proven leadership skills in planning and workload allocations, directing, mentoring and leading team members, as well as managing the performance of the team. The manager must also establish effective communication with business, operations and educational managers within the district. This is a working' leadership position, approximately 40% technical and 60% managerial. The manager must supervise technical staff, accomplish managerial tasks, and possess the necessary skills to provide quality customer services.
As a senior leader in the Information Technology Services Department, the manager must work closely with colleagues and the Chief Technology Officer to develop and execute plans to grow organizational capacity and to add resources as approved and appropriate.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Manages assigned program and/or service responsibilities for the purpose of achieving outcomes in relation to organizational objectives, and ensuring conformance with legal, financial and district requirements.
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Performs personnel administrative functions (e.g. hiring, counseling, training, supervising, goal setting, evaluating, providing professional development opportunities, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department/program outcomes are achieved.
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Participates as a team member and fully supports efforts of the ITS Department Leadership Team for the purpose of building a strong department team that supports district mission and goals.
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Supports other upper level administrators for the purpose of collaborating with these administrators in achievement of department, program and organizational goals.
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Participates in the development of the district's multi-year technology plan for the purpose of effective and timely technology solutions for the district.
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Develops long and short-range plans in relation to desktop and mobile hardware and software technology (e.g. policies, procedures, staffing, budgets, materials, equipment, space requirements, etc.) for the purpose of ensuring organizational objectives are achieved in the most efficient and timely manner.
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Directs the operation of Client Support Services, including the Help Desk and Hardware Repair Team with a customer service driven mindset for the purpose of ensuring access to timely/relevant information and data services, timely technology problem resolution, support and follow-up, for the purpose of ensuring access to information and data services, while also providing accurate and timely technology support and problem resolution to district staff.
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Develops, implements, and manages a Tier 1, Tier 2, and Tier 3 support structure, for the purpose of assuring industry best practices are adopted and used see Information Technology Infrastructure Library (ITIL) guidelines for managing Customer Services (http://www.itil-officialsite.com/)
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Communication with the district regarding:
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Publication of SLAs
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Upgrade and replacement schedules
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Training schedules
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Downtime
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Management of service level agreements (SLAs) for internal functions and external contractors
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Oversight, ensuring that service levels are being maintained
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Development/coordination/publication of self-help tools (cheat sheets, tips, tutorials)
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Coordination of technology "basic training" for all staff using Instructional Technology training standards
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Uniform support across all areas of ITS (network, desktop, applications)
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Single point of contact for all requests
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Coordination of self-help tools from all areas
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Tracking of all requests and resolutions
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Help Desk
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Clear path of escalation
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Clear expectations for time to resolution
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Staffing & staff training
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Evaluation of service
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Feedback for purposes of improvement of services
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Frontline support for upgrades and rollouts
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Initiates and develops customer relationships for the purpose of promoting effective use of district standard technologies deployed.
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Develops and fosters relationships with the Hardware Repair Supervisor and Helpdesk Supervisor to establish grounded, unified goals for scholar and district support.
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Develops and implements agreements with schools and departments for the purpose of supporting non-district standard technology solutions.
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Manages district technology assets in a unified platform and strategically directs deployment/callbacks as necessary.
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Provides authentic and actionable service level agreements for problem resolution of district technology resources including computers, printers, mobile devices and software, wired & wireless data networks, voice services and messaging, email, calendar, SharePoint, and shared file storage, for the purpose of dependable time to and quality of resolution.
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Manages technology vendor relationships and service agreements for the purpose of acquiring equipment and software that enables district mission, vision, and goals.
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Develops and manages budget (general and levy funds) and technology procurement and deployment for the purpose of ensuring effective use of district funds.
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Facilitates communication among department staff and district staff, for the purpose of evaluating situations, identifying appropriate actions, and/or developing recommendations.
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Responds to inquiries of staff, district personnel, other professional organizations, etc. for the purpose of providing information and/or direction as may be required.
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Participates in a wide variety of meetings as required (e.g. workshops, district, regional, and statewide committees, community and public agencies, seminars, conferences, etc.) for the purpose of conveying and gathering information regarding a wide variety of subjects required to carry out administrative responsibilities.
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Performs other job-related duties as assigned
MINIMUM QUALIFICATIONS Education and Experience
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Bachelor of Arts/Science Degree in Business Administration, Computer Science or related field is required. (Substitution: Technical college and/or industry certifications in related field)
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A minimum of five (5) years of:
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relevant experience is required
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management experience in a K-12 educational institution or a commercial organization with a variety of complex enterprise level systems;
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position. Requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
CONDITION OF EMPLOYMENT
Criminal background clearance
Washington State Driver's License
KNOWLEDGE OF:
Technology best practices
Project management
Cloud services (eg. Office 365, G Suite)
Imaging Technologies
Mobile Device management platforms
Networking and wireless technologies
Hardware repair
Workflow design
Tiered HelpDesk services
Technical documentation
MS Excel
ABILITY TO:
Be able to work well under pressure and communicate concisely with individuals via the telephone, in written document or face to face.
Follow written and oral directions and instructions
Maintain excellent customer service skills
Establish and maintain a cooperative and effective working relationship with a diverse community consisting of the public, staff, students, co-workers and supervisors
Establish and maintain project timelines, milestones and logistics
Read, interpret and implement contractual language
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES RELATED TO CULTURAL COMPETENCE AND EQUITY:
Knowledge/awareness of own cultural identity and how this influences behavior, and desire to learn about the cultural identity of others.
Ability to establish and nurture an environment that promotes cultural competence and equitable treatment of staff, students, and patrons of the District.
Ability to understand and hold self and others accountable for promoting the Federal Way Public Schools' commitment to "Each Scholar: A Voice. A Dream. A Bright Future."
Ability to recognize that each person is a unique individual even as we celebrate their group cultural heritage.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKING CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in indoor conditions and regularly works near video display. The noise level in the work environment is usually moderate. The position constantly deals with frequent interruptions, some deadlines, and occasionally deals with angry and distraught employees and community members.
WORK SCHEDULE
Work schedule typically is Monday through Friday, day shift or as otherwise determined by the District.
REPORTING RELATIONSHIPS
This position reports to the Chief Technology Officer
REPRESENTATION
Non-represented
LEVEL OF COMPENSATION
Manager III Level on non-represented salary schedule
This position includes the following benefits prorated based on FTE Medical, dental vision, sick and vacation leave, life insurance, professional development dollars, and retirement.
CLASSIFICATION HISTORY
Created 07/2017
Update 10/2020
Updated 1/2025
Disclaimer
The preceding list is not exhaustive and may be supplemented as necessary. The statements contained herein reflect general details as necessary to describe the principal functions of this job, the scope of responsibility and the level of knowledge and skills typically required, but should not be considered an all-inclusive listing of work requirements, skills or duties so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.
All employment open positions are made available on a nondiscriminatory basis without regard to race, color, creed, religion, sexual orientation, national origin, gender, age, disability or veteran status.
Job descriptions are written as a representative list of the ADA essential duties performed by the entire classification. They cannot include, and are not intended to include, every possible activity and task performed by every specific employee.
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