KANSAS CITY PUBLIC SCHOOLS

Job Description

Job Title:                    Manager of Technology Support   

Job Title Code:          01683

Salary Grade:            S654 $71,112 – 110,952

Department:              Information Technology

Reports To:                Assistant Director of Information Technology

FLSA Status:             Exempt          

Date Prepared:          March 19, 2021

PURPOSE OF JOB: To lead the Technology Support Services Group of the Information Technology Department and serve as the primary point of contact for all technology support related issues

.

ESSENTIAL DUTIES AND RESPONSIBILITIES:    

Incumbents may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all duties, knowledge, or abilities associated with this classification, but is intended to accurately reflect the essential job functions and responsibilities.

• Serves as an active participant in the Department of Technology Leadership Team and contributes to the strategy, vision and direction of the department.
• Ensures District and department mission, vision, strategy and plans are communicated to and understood by all members of the Technology Support Services Group.
• Implements District technology plans, policies and procedures as it affects technology service-related support.
• Defines the strategy of the Technology Support Services Group and ensures the outcomes are aligned to the strategic objectives of the department and district.
• Directs, establishes, plans and implements policies and procedures to support the Districts technology support services.
• Serves as a Department of Technology liaison to departments within the district to identify needs and possible process improvements.
• Works with the Department of Technology Leadership Team to ensure identified needs and process improvements are considered and/or implemented.
• Works in partnership with other department leaders to obtain and commit necessary resources at the appropriate time, level, and expertise to support district and departmental programs.
• Oversees the leadership of the Technology Support Services Group responsible for providing support for all end-user technology throughout the district.
• Leads, directs and manages the daily operations of the Technology Support Services Group. to ensure all work is completed on time, within budget, and to customer requirements.
• Leads and supervises the staff in the Technology Support Services Group.
• Evaluates assigned staff members; plans and delegates work; provides for training and guidance to employees.
• Leads, facilitates and coordinates interaction between Technology Support Services Group staff and other technology teams.
• Ensures excellent communication and follow through from all Technology Support Services Group staff.
• Mentors and coaches staff to ensure job expectations are met.
• Ensures continual development of the Technology Support Services Group and individuals occurs for staff to achieve highest potential.
• Ensures end-user hardware and software availability and stability.
• Ensures physical inventory levels are monitored and replenished as needed. Responsible for asset management of the end-user technology hardware.
• Ensures timely delivery and quality installation of hardware/software.
• Monitors software versions of operating systems and standard applications. Recommends upgrades as appropriate.
• Effectively plans and coordinates large-scale end-user device rollouts.
• Utilize appropriate project management tools, processes and procedures when leading projects.
• Responsible for planning, coordinating, leading and completing projects. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projects.  Builds and maintains working relationships with team members, vendors, and other departments involved in projects.
• Manages the processing and response to incidents, requests and problems, communicating information with end users as appropriate. Ensures rapid and responsible attention to incidents, requests and problems. 
• Uses feedback from customers to improve technology support services.
• Reviews aspects/areas for improvement with own practice/processes, and those within the assigned area of responsibility and implements process improvements accordingly.
• Directs the technical support/process documentation, preparation and distribution. Identifies needs for technical documentation.
• Maintains excellent communication and collaboration with all stakeholders.
• Communicate effectively with district staff and students regarding maintenance of technology.
• Communicates regularly with users, creates/conducts surveys and other methods of feedback to monitor effectiveness of support.
• Conduct training as necessary for district staff in the proper use of technology equipment.
• Assists in leading the research, evaluation and implementation of new technologies.
• Research and implement preventative maintenance procedures for district technology services.
• Maintains current knowledge of technology software and hardware.
• Attend training as required by administration.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or higher in technology, business administration, or similar.
• Demonstrated strong technology support leadership and management ability.
• Demonstrated customer service experience.
• Excellent interpersonal skills including oral and written communication.
• Strong project management skills, including the ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
• PREFERRED QUALIFICATIONS:
• Knowledge of ITIL processes and Service Management tools is preferred
• Experience with large-scale computer deployments preferred

SUPERVISORY RESPONSIBILITIES:  Yes

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. 

This job requires that the employee be able to: sit, stand, walk, speak, hear, use hands, fingers, and reach with hands and fingers; bend, stoop, and lift objects of at least ten pounds.  Job requires the employee occasionally to stoop, kneel, crouch or crawl.  Visual ability requires mono and color vision, close vision, distance vision, depth perception and ability to adjust focus. 

TERMS OF EMPLOYMENT:

Length of work year: 12 months

Benefits: Health and Dental Insurance are provided. KCPS Defined Benefit Pension plan – mandatory 9% contribution is required from employee and matched by KCPS; Voluntary retirement savings plans are also available.

Budget Holder:

______________________________Title____________________________Date______

Human Capital:

______________________________Title____________________________Date______