Lead Technology Support Specialist-01687

KANSAS CITY PUBLIC SCHOOLS

Job Title: Lead Technology Support Specialist

Job Title Code: 01687

Salary Grade: S644 $64330- $69785 (Step 4)

Department: Information Technology

Reports To: Manager of Technology Support

FLSA Status: Exempt

Date Prepared: June 26, 2018

PURPOSE OF JOB: To lead a team of Technology Support Specialists within the Department of Technology and serve as a primary point of contact for all technology support related issues

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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 team.

Responsible for the day-to-day district-wide operational functions of a Technology Support Team.

Supervises a team of employees within the Department of Technology in accordance with Department of Technology policies and goals.

Supervises all interns within the TSSG.

Participates in the development and implementation of policy, standards, and procedures, and assures compliance.

Lead activities with Technology Support Specialists to plan and coordinate end-user device maintenance activities.

Works with the department purchasing person to conduct day-to-day purchasing of on-hand inventory and items needed to repair/replace hardware.

Ensure that all their team members have the proper resources to perform their duties.

Responsible for identifying, researching and resolution of complex technical problems.

Assists in creating and managing escalation procedures and ensures services levels are maintained.

Documents, tracks and monitors problems to ensure resolution in a timely manner.

Ensures the flow of data and operations between and within their team and the other teams within the Department of Technology

Reviews, evaluates and prepares periodic performance reports of own staff.

Initiates and coordinates corrective actions with internal staff or vendors.

Participates in the development of long-range plans and goals consistent with the area's operational and development requirements.

Coordinates projects and ensures resources are utilized appropriately. Compiles project status reports, coordinates project schedules, manages project meetings and identifies and resolves technical problems.

Coordinates, supervises, and/or manages project activities and ensures all project phases are documented appropriately.

Diagnose and troubleshoot computer malfunctions related to hardware, software, server and/or network.

Act as a liaison for Technology Support Services between district schools/departments.

Builds and maintains working relationships with team members, administrators, end-users, vendors and other departments within the district.

Facilitate and supervise ticket escalation throughout the Department of Technology.

Communicate with Technology Support Specialists and staff regarding outages.

Coordinate support coverage as needed.

Provide training, mentoring and coaching to staff.

Assess end-user needs to identify and implement process improvements.

Assist Technology Support Specialists with support coverage as needed.

Provide documentation and knowledge base information to the Technology Support and Help Desk teams.

Review work orders to ensure they are being completed efficiently, effectively and in a timely manner.

Research and assess new and trending incidents and provide possible solutions to minimize impact.

Monitor quality standards and controls within the team.

Travel in district when required to provide services and deliver or pick up technology equipment.

Maintain and report on technology inventory.

Other duties as assigned

REQUIRED QUALIFICATIONS:

Strong 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:

Bachelor's degree with a technology focus or business administration.

Knowledge of ITIL processes and Service Management tools.

Experience with large-scale computer deploymen

At least 3 years of supervisory experience.

At least 6 years of increasingly responsible experience in leading technology services.

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:

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Human Capital:

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Primary Location:
Board of Education
Salary Range:
$64,330.00 - $69,785.00 / Per Year
Shift Type:
Full-Time