Job Title: Director of Technology Support
Wage/Hour Status: Exempt
Reports to: Executive Director of Technology
Pay Grade: Technology 7 (233 Days)
Primary Purpose: To provide efficient, reliable, effective, and customer-friendly end-user support to all campus/department staff and students, the IT service desk strives to ensure seamless operation of instructional and administrative technology, minimize downtime, and deliver exceptional service aligned with GCISD's strategic goals.
Qualifications: Education/Certification: - Bachelor's degree required
- Previous administration experience in the supervision of technology staff and programs preferred
- 5 or more years in IT service management, with at least 2-3 years in a supervisory or district-level role
Special Knowledge/Skills: - Superior interpersonal skills
- Visionary and mission-driven leader
- Ability to lead a team toward innovation and creative leveraging of constraints
- Communicates high expectations
- Build consensus and support collaborative decision-making processes
- Data-driven decision-maker
- Proven ability to design professional learning
- Excellent oral and written communication skills
- Proven facilitator in both large and small group settings
- Ability to maintain confidentiality about district matters
- Knowledge of technology end-user equipment and infrastructure technology
- Vendor Management
Major Responsibilities and Duties: - Supervise, appraise, and develop technical support staff.
- Handle service requests promptly and resolve issues in a timely manner.
- Manage IT support protocols during critical district incidents, system outages, and online standardized testing windows.
- Utilize technology and automation tools to streamline processes and improve efficiency.
- Continuously monitor and optimize service delivery to identify and address bottlenecks.
- Adhere to industry best practices and standards to ensure consistent and reliable service delivery.
- Treat all users with respect, empathy, and professionalism.
- Tailors support interactions to meet the individual needs of each user.
- Maintain a positive and welcoming attitude, fostering a sense of trust and confidence in the helpdesk.
- Planned and implemented training programs for technical staff.
- Coordinate departmental activities and functions to provide technical and information systems support for all facets of district operations.
- Provide clear, concise, and accurate information and guidance to users.
- Work collaboratively with other IT teams and departments to ensure a comprehensive and integrated problem-solving approach.
- Continuously evaluate and refine processes to enhance the effectiveness of support services.
- Oversight of student 1:1 device programs (e.g., Chromebook/iPad distribution, repair workflows, and summer collection cycles) and digital safety compliance (e.g., CIPA, FERPA)
- Consult with district departments and campuses to develop support needs.
- Participate in technology projects contracted to outside vendors as defined and required.
- Research, evaluate, and make recommendations for hardware and software purchases.
- Oversee the district technology help desk and asset manager.
- Ensure district technical support meets outlined service level agreements.
- Provide end-to-end problem and project management for district technology projects.
- Ability to analyze and resolve application issues.
- Demonstrate professional work ethic, including multitasking, attention to detail, and follow-through.
- Support the Executive Director of Technology on various projects.
- Demonstrate responsible fiscal control over the assigned budgetary areas.
- Assist in the development of policies and procedures related to technology.
- Frequent district-wide travel to campuses/departments; occasional prolonged or irregular hours.
- Assist in staffing decisions.
