Tech Supervisor; Revised. Dallas LilyLifestyle

The Supervisor of Campus Technology Support plays a vital role in driving Dallas ISD's technology vision at the campus level by leading a team of Campus Based Technicians who provide essential technical support to administrators, staff, and students. This position ensures that technology resources are seamlessly integrated into daily learning and instructional activities and are readily available to meet campus needs.

The Supervisor manages day-to-day operations, provides technical guidance, and facilitates training for teachers, principals, and staff, enhancing their technology proficiency and usage. Additionally, the Supervisor is responsible for overseeing district-wide technology initiatives, ensuring high-quality service delivery, and supporting both enterprise and instructional applications.

• Lead, mentor, and support a team of Campus Based Technicians, providing direction to meet service-level agreements (SLAs) and ensure high-quality campus support.
• Manage and assign tasks for Campus Based Technicians, providing clear expectations and feedback.
• Address and resolve escalated customer service issues, ensuring positive interactions and support for campus technology users.
• Conduct regular performance assessments, offer coaching based on performance metrics, and foster a collaborative environment.
• Oversee the hiring, onboarding, training, and, if necessary, offboarding of Campus Based Technician, promoting a skilled and motivated workforce.

• Coordinate and dispatch technology support resources for Dallas ISD campuses following best practices and standard operating procedures.
• Conduct technology assessments in collaboration with campus leadership, identifying needs for equipment upgrades, replacements, and resource allocation.
• Recommend and implement technology solutions that optimize instructional environments, working closely with campus administrators to align technology resources with school needs.

• Plan, manage, and oversee all phases of district-wide technology projects, from planning and resource allocation to implementation and completion, ensuring projects meet objectives and timelines.
• Administer ITIL processes, including service request management, incident management, and problem management, for efficient operations.
• Utilize and manage the Service Now system for tracking, reporting, and analyzing service requests and incident resolution trends.

• Serve as a primary point of contact for campus administrators, teachers, and principals regarding technology needs, fostering effective communication and building strong partnerships.
• Facilitate district and campus events by providing on-site technology support for trainings, parent meetings, and community engagements.

• Assist district testing coordinators with the configuration of testing environments to ensure compliance with technical and academic standards.

• Regularly review services provided by Campus Based Technician and contracted vendors to ensure consistent, high-quality support across all campuses.
• Track and analyze service performance data, identifying areas for improvement and implementing best practices to enhance service delivery.

• Approve payroll documentation and manage time tracking for Campus Based Technicians, ensuring accurate and timely submissions.
• Maintain documentation of technology processes, solutions, and resources to support knowledge-sharing and continuous improvement.

• Bachelor's degree in Information Technology, Computer Science, Educational Technology, or a related field; or equivalent combination of education, training and/or experience.
• ITIL certification required.
• Must have one of the following certifications:
  CompTIA A+, Google Workspace Administrator, or Apple Certified Support Professional.
• 5 years of experience in IT support or client services, with a preference for experience in educational technology or K-12 environment.
• 2-3 years of experience in supervisory or team lead roles within IT, demonstrating effective team management and project coordination skill.
• A strategic and empathetic leader with a strong background in IT support, project management, and team supervision.
• Proven experience in K-12 education technology or similar environments, with a demonstrated ability to support large-scale IT operation.
• Excellent communicator with a proactive approach to identifying and solving technology challenges within an educational setting.
• Excellent communication skills (written and verbal), with the ability to convey technical information to non-technical users clearly.
• Experience in project management, from planning to execution, ensuring timely and successful project outcome.
• Ability to travel between campuses within the district as needed.