Information Technology Support Services, Director I

Elk Grove Unified School District - Elk Grove, California - Full time

ELK GROVE UNIFIED SCHOOL DISTRICT CLASS TITLE: DIRECTOR I - INFORMATION TECHNOLOGY SUPPORT SERVICES

BASIC FUNCTION

Reporting to the Chief Technology Officer (CTO) or designee, the Director I, IT Support Services is a pivotal role in the strategic and operational leadership of the Technology Services Department. This position:

Ensures the delivery of exceptional technical support services for staff and students.
Leads a team of IT support professionals at school sites and the district office.
Fosters a culture of excellence and continuous improvement.
Develops and implements support strategies.
Manages resources and ensures the efficient resolution of technical issues.
Oversees all student and staff endpoints, printers, and peripherals.
Manages centralized systems for consistency and efficiency across the organization.
Collaborates with internal teams and third-party providers to align support services with goals.
Drives innovation in support processes.
Requires a proactive approach to problem-solving, deep IT knowledge, and a commitment to high-quality customer service.

ESSENTIAL FUNCTIONS

Organize, manage, and monitor the activities of site-based, project-oriented, and Helpdesk staff.
Develop, evaluate, and oversee the Helpdesk, monitoring incidents, compliance, escalations, and key performance indicators.
Select and procure appropriate diagnostic and repair tools for department personnel.
Develop project plans and support technology implementation aligned with district goals.
Conduct and manage short- and long-term projects.
Supervise assigned personnel, conduct timely evaluations, and provide status reports.
Meet with site technicians, personnel, teachers, and administrators to assess needs and create improvement plans.
Ensure compliance with network and endpoint configuration best practices.
Maintain and enforce documentation, Helpdesk protocols, and reporting procedures.
Centrally manage settings and systems using Microsoft, Google, Apple, and third-party tools.
Develop and enforce technology standards, guidelines, and procedures.
Continuously update the team’s skills through ongoing training.
Model high expectations and performance.
Evaluate software effectiveness.
Collaborate with administrators, directors, tech teachers, and the Technology Services team.
Serve as liaison between Technology Services and school sites.
Execute and prepare documentation related to training, support, and management.
Respond to requests promptly and appropriately.
Perform other duties as assigned.

DEMONSTRATED KNOWLEDGE AND ABILITIES KNOWLEDGE OF:

Computer hardware, software, and networks
Operating systems (Windows, MacOS, iOS, etc.)
IT operations, systems, and current advancements
Technical aspects of the field
IT Helpdesk software and ITSM solutions
Supervision and training best practices
Applicable laws, codes, and regulations
Developing and enforcing technology standards
Evaluating and recommending new technology
Directing software and hardware implementation
Audio-visual equipment and systems
Project management tools and methodologies
Creating reports and analyzing data
Proper lifting techniques

ABILITY TO:

Organize and manage personnel, including hiring, training, and evaluation
Assess IT needs and provide staff training
Ensure timely support for district technology needs
Select and procure diagnostic and management tools
Operate and troubleshoot audio-visual equipment
Communicate effectively with technical and non-technical stakeholders
Build and maintain cooperative working relationships
Interpret and apply rules, policies, and procedures
Stay current on IT advances
Oversee large-scale projects to completion
Problem-solve and manage pressure effectively
Prioritize and schedule work
Meet deadlines consistently
Create detailed reports and analyze data
Maintain punctual and consistent attendance
Operate a computer effectively
Sit or stand for extended periods
View computer monitors for extended periods

EDUCATION AND EXPERIENCE REQUIRED

Required:
- Minimum of 10 years’ experience in an enterprise technology environment supervising staff or supporting systems/users.
Preferred:
- Bachelor’s degree in computer science or a related field
- Industry-standard certifications
- Experience in a K–12 educational environment

LICENSES AND OTHER REQUIREMENTS