PRIMARY FUNCTION: This position is responsible for leading and managing technology service delivery across the district, including helpdesk operations, field support, device management, and customer experience. The Director ensures high-quality, responsive, and efficient support services for students, staff, and schools, while aligning service delivery with district priorities.
REPORTS TO: Chief Technology Officer
SALARY SCHEDULE: 303
WORK DAYS: 250
REQUIREMENTS:
Educational Level:
-
Bachelor’s degree in Information Technology, Business, or related field OR equivalent experience
-
Preferred: Leadership training or certifications in IT service management (ITIL, etc.)
EXPERIENCE REQUIREMENTS:
-
Minimum of 5-7 years of experience in technology support or service delivery environments
-
Experience managing teams in helpdesk, field support, or technical operations
-
Strong leadership, communication, and team development skills
-
Experience improving service delivery, process, and customer experience
-
Ability to manage multiple priorities in a fast-paced environment
-
Eligible for Georgia Professional Standards Support Certificate
Preferred:
-
Experience in K-12 or public sector environments
-
Experience implementing service management tools or processes
-
Experience leading organizational change or service improvements
LICENSES, CERTIFICATIONS, AND OTHER REQUIREMENTS:
None
Preferred:
None
KNOWLEDGE, SKILLS, AND ABILITIES
-
Experience managing teams in helpdesk, field support, or technical operations
-
Strong leadership, communication, and team development skills
-
Experience improving service delivery, process, and customer experience
-
Ability to manage multiple priorities in a fast-paced environment
-
Eligible for Georgia Professional Standards Support Certificate
Duties and Responsibilities:
-
Lead and manage all technology support services, including helpdesk, field support, and device support.
-
Ensure high-quality customer service and timely resolution of technology issues across the district.
-
Develop and implement service delivery standards, processes, and performance metrics (SLAs).
-
Oversee device lifecycle management, including deployment, maintenance, and replacement.
-
Collaborate with infrastructure, SIS, and BIS teams to ensure effective delivery of technology services.
-
Monitor service performance and identify opportunities for improvement.
-
Lead, coach, and develop support staff to ensure high performance and professional growth.
-
Ensure proper documentation, knowledge management, and cross-training across support teams.
-
Coordinate with school leaders and departments to ensure technology services meet their needs.
-
Support implementation of major technology initiatives in coordination with project managers.
-
Promote a culture of accountability, responsiveness and continuous improvement.
-
Perform other duties as assigned.
TERMS OF EMPLOYMENT
Incumbents are considered “at will.” Appropriate pay will be determined based on the Grade as determined by Human Resources and the incumbent’s allowable experience. This is a 250-day position. (303) Exempt Revised 12-17
NON-ESSENTIAL RESPONSIBILITIES
A responsibility is considered to be “non-essential” (for the purposes of compliance with the Americans with Disabilities Act) if: it is shared between multiple incumbents in the job; or
- it could be performed by an employee in another job within the workgroup.
Note the responsibility number from the list in the “Duties and Responsibilities” section for those responsibilities that could be considered “non-essential” based on this definition.
Physical and Sensory Demands
Most jobs in the District have physical and sensory demands that can be described by one of the two categories noted below. For jobs that require more physical or sensor effect, please list eh requirements in this section. Check the box that is applicable for this position and complete any necessary information.
[X] OFFICE Employees in this classification are normally exposed to a typical office environment. The employee has some control over the length of time sitting, standing, or ambulating. There are occasions that require the lifting or pulling of equipment or supplies, as well as bending, stooping, or stretching. There is frequent use of computers, telephones, and other standard office equipment, which includes reading, listening, writing, or speaking. There are few exceptional physical or sensory demands.
[ ] Classroom Employees in this category spend at least most of the workday in a typical classroom or related educational environment. There will be prolonged periods of standing or walking and there may be frequent bending, stooping, or stretching. There are occasions that require the lifting or pulling of equipment or supplies. Reading, listening, writing, and speaking are requirements. There are few exceptional physical or sensory demands, but there may be occasions that require the lifting or restraint of a student.
EXCEPTIONAL PHYSICAL OR SENSORY DEMANDS
(Check any that apply to this job and complete the required information.)
[ ] Heavy lifting of up to ___ pounds
[ ] Frequent Climbing up to ___ feet, and/or working on building roofs.
[ ] Exposure to heavy dust, dirt, chemical or paint fumes, or other airborne matter.
[ ] Exposure to extreme heat, electric current, hazardous chemicals or other potenital hazards.
[ ] Sitting or standing for extended periods with limited control over rest periods.
[X] Other: Position will require occasional travel between various schools; incumbent must have valid drivers’ license and reliable personal transportation.
