Director of End User Services

Information Technology

Other - Position - Non-Certified

Job Number : 4600210808

Start Date :

Open Date : 11/06/2020

Closing Date : 03/31/2021

The Director of End-User Services is responsible for the team provided technical support, counsel, and the facilitation of all Tier 1 support both internally for staff members and externally for centralized parent support. This position directs and coordinates all incoming support requests to either a direct-resolution inquiry, or if one is not possible then starting the process to a support-escalation to Tier 2 and Tier 3 teams (Tier 2 as defined as in-field support and Tier 3 defined as centralized department leads or IT Directors). These items include but are not limited to end user computing activities including laptops, desktops, mobile, network and audio visual support, all associated software programs and operating systems aimed at ensuring maximum and effective functionality, account availability, and all department inquiries for questions escalated for district department support such as payroll, benefits or HR support. For parent and community support, this position manages the team responsible for providing consistent centralized answers to escalations or directing calls back to school-level personal where questions or inquiries dictate school-level responses.

To manage the staff and parent support team efficiently, this role keeps abreast of technological advances within the district as well as with key support necessities within other district departments, as well as making sure all supportable content is available to the Tier 1 Call Center team to provide the quickest and most consistent support experience possible. Documentation and constant process management are keys to successfully improving the end-user experience that are ultimately measured in the experience and time to full inquiry satisfaction.

Reports To : Chief Technology Officer

Salary :
Support Administrator Level 3, Step 1 (Starting at $96, 943)

FLSA Status: Exempt

Work Year: 12 Months

Qualifications :
- A Bachelor's degree is required. Masters Preferred.

- Knowledge of desktop/laptop OS versions and software application packaging and installation routines.

- Strong knowledge of hardware platforms for desktops and laptops Knowledge of mobile computing platforms (iOS and Android).

- Strong knowledge of process and documentation management.

- Proven experience in a customer facing IT support or customer care roles Microsoft Excel, Word, and Outlook or similar productivity applications.

- Knowledge and expertise in the use of program methodologies and tools.

- Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners.

- Ability to communicate complex ideas in a clear and concise manner to both technical and non-technical individuals.

- Ability to facilitate the solution design process while working collaboratively with cross-functional teams.

- Ability to think strategically.

- Understanding of complex automated systems.

Residency Requirements : City of Pittsburgh Residency Required

Essential Job Functions :
1. Direct teams that engineer, build, and support Windows end user infrastructure services and dependent applications. The teams support the following: desktops, laptops, multiple versions of Windows operating systems, handheld devices such as iPads, iPhones, as well as personal and enterprise class printers.

2. Responsible for the ongoing support and deployment of End User technologies.

3. Coordinate with IT development, support, and project teams to determine End User support infrastructure requirements.

4. Evaluate status and resource utilization and implement changes to improve the team's effectiveness.

5. Coordinate with other managers to integrate projects with applications and/or initiatives.

6. Provide innovative, customer centric information and recommendations that contribute to an enhanced user experience.

7. Assess and implement IT best practices for security, extensibility, and maintenance.

8. Document, track, and monitor problems to ensure a timely resolution. Research and implement key technological and procedural decisions geared towards improving the customers' experience and productivity.

9. Establish and enhance performance standards, policies and procedures related to the integrity of the Production and Corporate environments.

10. Function as an off hours escalation point of contact in case of unplanned events. Participate in on-call and emergency support of production systems and services.

11. Oversee day-to-day operations, helpdesk ticket queue levels, productivity and staff to ensure Service Level Agreements are met.

12. Provide support to other team members with difficult and escalated incidents, including listening to the customer, scrutinizing the situation and providing a timely and accurate resolution.

13. Work with management and HR to address employee issues and concerns, identify areas of improvement, and implement training as needed.

14. Ensure adherence to all company and department policies and procedures.

15. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Additional Job Information :
Physical Demands: This position is primarily sedentary in nature, though in a very fast-paced office. Employee will be required to operate computer system for data entry, and have the ability to complete necessary paperwork. This position requires minimum physical effort and not subjected to Occupational Health and Safety risks. SDA seeks to model the resiliency, energy, and trust necessary to implement a comprehensive and effective K-12 summer program ?there is considerable pressure on staff members to perform at a high level.

Work Environment:

1. Indoors in busy office, working in close proximity to co-worker;

2. Frequently required to work at a fast pace;

3. Requires considerable concentration and creativity.

4. Subject to stress caused by a changing environment, diversity in the organization, tight deadlines and work load.

ADA: The employer will make reasonable accommodation in compliance with the American with Disabilities Act of 1990.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

The Pittsburgh Public Schools (PPS) does not discriminate on the basis of race, color, age, creed, religion, gender (including gender identity or expression), sexual orientation, ancestry, national origin, marital status, pregnancy or disability in its programs, activities, career and technical education programs or employment and provides equal access to the Boy Scouts and other designated youth groups. It is the policy of the Pittsburgh School District to make all services, programs and activities available and to provide reasonable accommodations to persons with disabilities. Please make requests for accommodations at least 72 hours before the scheduled event. For more information regarding accommodations, civil rights grievance procedures, please contact Employee Relations, Office of Human Resources, 341 S. Bellefield Ave, Pittsburgh, PA 15213 or 412-529-HELP (4357).