Dallas Independent School District
Director, Client Support (226 Days)
Dallas Independent School District, Dallas, Texas, United States, 75215
Director, Client Support (226 Days) -(RTP20240903-006)The Director of Client Support is responsible for leading and managing the client support operations to ensure the delivery of high-quality service to all users, including educators, students, and administrative staff. This role involves developing and implementing support strategies, optimizing service delivery processes, and fostering a client-centric culture within the support team. The Director will work closely with cross-functional teams to enhance user experience and ensure that technology solutions meet the evolving needs of the education sector.
Responsibilities
Responsible for providing outstanding technology user support for approximately 22,000 employees and 155,000 students of Dallas ISD.
Responsible for professional development efforts for the Educational Technology Desktop Support Services teams and creating/maintaining a culture of outstanding customer service and end-user experience.
Ensure the development of IT Service Management policies, procedures, processes in the areas of Incident Management, Service Request Management, Asset Management, and Problem Management.
Develop, manage, measure and report on key service-level metrics, including average response time, mean time to repair, first-contact resolution rate, productivity, and customer satisfaction.
Strive for continuous improvement of the incident management and service request management processes and seamless integration with other IT service management processes and IT projects.
Build and maintain positive relationships with other IT teams to ensure that overall IT services and goals are mutually understood and delivered.
Prepare cost analyses, budget plans, and manage a large administrative budget.
Resolve conflicts and escalated issues relating to technology services for the campuses.
Keep current with the latest classroom technologies; identify new device and peripheral solutions that meet evolving educational and business requirements.
Collaborate with Procurement Services in developing solicitations by providing software and hardware specifications, configuration parameters, asset controls, warranty requirements, and service expectations.
Qualifications
Bachelor’s degree in Computer Science, Engineering, Business, or related field; Master’s degree preferred.
Ten years in the Information Technology services field; Five years in a leadership role.
ITIL Certified; Highly proficient in the areas of Incident Management, Service Request Management, Change Management, Asset Management, and Problem Management.
Deep commitment to end-user satisfaction and experience.
Deep commitment to continuous improvement; LEAN experience preferred.
Proficient in multiple computer hardware and operating system software.
Proficient with relevant business applications, including Microsoft Office suite, Skype for Business, RemedyForce or comparable IT Service Management software, Oracle business suite, and TipWeb Hayes inventory management system.
Proficient in computer peripherals and multi-functional printing device management.
Proficient in mobile device management and remote desktop support technologies.
Proficient in local and wide area networking technologies.
Technical project management skills.
Proficient in staff supervision and professional development for staff.
Proficient in documenting technical standards for computers, mobile devices, printers, and peripherals.
Proficient in technology procurement and vendor management.
Proficient in the development of IT Service Catalogs and IT Service Level Agreements (SLAs).
Capable of performing other duties and technology services as required by the Chief Technology Officer.
Conflict resolution skills.
Excellent written and oral communication skills.
Work Locations:
Edtech-Enterprise Support Services 5501 LBJ FWY SUITE 1000 Dallas 75240
Job:
Director-Client Support
Full-time
Minimum Salary:
118,731.00
Median Salary:
144,803.00
Job Posting:
Sep 5, 2024
#J-18808-Ljbffr
Responsibilities
Responsible for providing outstanding technology user support for approximately 22,000 employees and 155,000 students of Dallas ISD.
Responsible for professional development efforts for the Educational Technology Desktop Support Services teams and creating/maintaining a culture of outstanding customer service and end-user experience.
Ensure the development of IT Service Management policies, procedures, processes in the areas of Incident Management, Service Request Management, Asset Management, and Problem Management.
Develop, manage, measure and report on key service-level metrics, including average response time, mean time to repair, first-contact resolution rate, productivity, and customer satisfaction.
Strive for continuous improvement of the incident management and service request management processes and seamless integration with other IT service management processes and IT projects.
Build and maintain positive relationships with other IT teams to ensure that overall IT services and goals are mutually understood and delivered.
Prepare cost analyses, budget plans, and manage a large administrative budget.
Resolve conflicts and escalated issues relating to technology services for the campuses.
Keep current with the latest classroom technologies; identify new device and peripheral solutions that meet evolving educational and business requirements.
Collaborate with Procurement Services in developing solicitations by providing software and hardware specifications, configuration parameters, asset controls, warranty requirements, and service expectations.
Qualifications
Bachelor’s degree in Computer Science, Engineering, Business, or related field; Master’s degree preferred.
Ten years in the Information Technology services field; Five years in a leadership role.
ITIL Certified; Highly proficient in the areas of Incident Management, Service Request Management, Change Management, Asset Management, and Problem Management.
Deep commitment to end-user satisfaction and experience.
Deep commitment to continuous improvement; LEAN experience preferred.
Proficient in multiple computer hardware and operating system software.
Proficient with relevant business applications, including Microsoft Office suite, Skype for Business, RemedyForce or comparable IT Service Management software, Oracle business suite, and TipWeb Hayes inventory management system.
Proficient in computer peripherals and multi-functional printing device management.
Proficient in mobile device management and remote desktop support technologies.
Proficient in local and wide area networking technologies.
Technical project management skills.
Proficient in staff supervision and professional development for staff.
Proficient in documenting technical standards for computers, mobile devices, printers, and peripherals.
Proficient in technology procurement and vendor management.
Proficient in the development of IT Service Catalogs and IT Service Level Agreements (SLAs).
Capable of performing other duties and technology services as required by the Chief Technology Officer.
Conflict resolution skills.
Excellent written and oral communication skills.
Work Locations:
Edtech-Enterprise Support Services 5501 LBJ FWY SUITE 1000 Dallas 75240
Job:
Director-Client Support
Full-time
Minimum Salary:
118,731.00
Median Salary:
144,803.00
Job Posting:
Sep 5, 2024
#J-18808-Ljbffr