Assistant Director, Technology Support and Customer Success

Description

Participates in the overall management of a multi-sectioned office responsible for program activities in the areas of technology support, call center operation, customer communications, digital experience delivery, technology service management, and digital experience platform management; leads in planning, organizing, supervising, and evaluating the activities, program functions, personnel, physical, and fiscal resources of the assigned office; assists with strategic planning and goals.

Qualifications

Required

• Any combination of education and experience equivalent to a bachelor's degree in information technology, business administration, or a related field.
• Five (5) years of experience in the field of information technology, some of which shall have been in a supervisory or leadership role.
  • Advanced degree(s) beyond the minimum degree requirement in a relevant field may be considered for some experience.
• Knowledge of theories, procedures, practices, materials, and methods related to technology support.
• Knowledge of contemporary customer experience and customer service practices.
• Knowledge of technology support in a K-12 environment.
• Knowledge of related laws, regulations, and policies.
• Skill in personnel, financial, and administrative management.
• Proficiency in the use of technology and data compilation, analysis, and reporting.
• Ability to manage, evaluate, and supervise program activities and personnel.
• Ability to effectively lead teams in multiple projects.
• Ability to facilitate meetings and/or present information to groups.
• Ability to communicate effectively, both orally and in writing.

Preferred

• Information Technology Infrastructure Library (ITIL) certification.
• Help desk or customer service certification.