IT Manager II - Pyramid Support

Position Type:
Leading District Professional/Manager

Date Posted:
6/27/2024

Location:
DIVISION OF TECHNOLOGY

Closing Date:
07/12/2024IT Manager II - Pyramid Support

Reports to: Executive Director - IT Support

PC#: 21210-3
Pay Grade: 506
Duty Days: 239
Salary Range: $86,673 - $104,426
FLSA Status: Exempt

Position Purpose
Oversees the Pyramid Support team, ensuring responsive onsite support with hardware, software, and connectivity issues, in schools and administrative facilities. Ensures outstanding customer service for students, faculty, and staff. Leads efforts to provide timely and effective assistance, while developing and optimizing support processes, managing resources efficiently, and fostering a customer-centric approach to address the diverse technology needs within the educational environment. Promotes a positive user experience and enhances overall productivity by maintaining a responsive and well-organized Pyramid Support operation.

Provides best-in-class customer service support through professional and courteous interactions with all customer stakeholders. Manages the Pyramid Support team responsible for resolving escalated support requests. Tracks and monitors requests and serves as the liaison between the end user and issue resolution. Anticipates the staffing and support needs associated with semester starts, web access to registration, grade reporting, and other web-based student services.

ESSENTIAL JOB FUNCTIONS

• Oversees all Pyramid Support activities and manages ongoing projects and tasks.
• Supervise and lead the Pyramid Support team, ensuring effective collaboration and adherence to established protocols.
• Oversees the on-site support for District approved applications and hardware, providing guidance to support staff when needed.
• Manages the Pyramid Support ticketing system, ensuring timely response and resolution of user-reported issues.
• Develops, implements, and optimizes Pyramid Support processes to enhance efficiency and improve the overall support experience.
• Communicates with end-users to understand and address their technology-related concerns, maintaining a customer service approach.
• Collaborates with vendors for technical support and issue resolution, ensuring effective partnerships to meet the district's needs.
• Plans and delivers training programs for staff to keep them informed about new technologies and improve their troubleshooting skills.
• Maintains and updates documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Implements quality assurance measures to ensure the delivery of high-quality technical support services and adherence to service level agreements (SLAs).
• Stays abreast of current technology trends and remains adaptable to changes in the IT landscape, ensuring the Pyramid Support team remains at the forefront of support capabilities.
• Provides up-to-date system and process documentation and inventories.
• Collaborates with vendors for problem resolution.
• Manages, monitors, and optimizes mileage budgets by adopting standards and processes designed to maximize on-site support while minimizing travel time.

Safety

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

Supervisory Responsibilities

• Trains, supervises, and evaluates staff, and makes recommendations relative to assignment, retention, discipline, and dismissal.

Personal Work Relationships

• All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct, and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and performs as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

Other Duties as Assigned

• Performs all job-related duties as assigned and in accordance with Board rules, policies, and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

Knowledge, Skills & Abilities

• Knowledge of District policies, procedures, and regulations.
• Knowledge and understanding of relevant local, state, and federal legal and regulatory requirements.
• Knowledge of best practices in administration, program evaluation, and staff supervision.
• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in written and oral communication skills including ability to interact with and influence all levels of district service center and campus staff.
• Ability to utilize IT based help desk ticketing systems and customer service workflow.
• Ability to prioritize customer service by maintaining a user-focused mindset and addressing concerns with empathy and professionalism.
• Ability to demonstrate strong analytical and problem-solving skills to troubleshoot and resolve complex technical issues efficiently.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to effectively communicate technical information to non-technical users and collaborate with other departments to streamline support efforts.
• Ability to efficiently allocate resources, including personnel and tools, to meet the varying technology support needs of the school district.
• Ability to provide ongoing training and professional development opportunities for Help Desk staff to enhance their skills and knowledge.
• Ability to maintain documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Ability to use software to access databases, email, create spreadsheets, and do word processing.
• Ability to organize and coordinate work.
• Ability to communicate effectively, in both oral and written forms.
• Ability to engage in self-evaluation with regard to performance and professional growth.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

Travel Requirements

• Travels to school district buildings and professional meetings as required.

Physical & Mental Demands, Work Hazards

• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional light lifting and carrying (less than 15 pounds).
• Environment: Works in an office setting; occasionally requires irregular and/or prolonged hours.
• Attendance: Regular and punctual attendance at the worksite is required for this position.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

Minimum Required Qualifications

• Education: (See approved combinations of Education & Experience below)
  • Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required;
  • Bachelor's degree from accredited college or university in a related field preferred.
• Certification/License: CompTIA A+ preferred.
• Experience: 4-8 years' experience in customer support or IT roles required.
  Approved combinations:
  Education Experience

HS/GED/TxCHSE 8 years
Associate's degree 6 years
Bachelor's degree 4 years

• Language: Bilingual fluency (English/Spanish oral and written) preferred.

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.