Director - IT Support

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate. We need to parse the posting. Key info: - Reports to: Senior Executive Director - Cybersecurity - Salary: $104,816-126,285 - Pay Grade: 508 - Duty Days: 239 - FLSA Status: Exempt - PC#: 26538 We need to decide which sections to include. We have "About the role": could include purpose, reports to, etc. Responsibilities: essential job functions (Strategic Leadership, Support Management, Risk & Change Management, Safety, Personal Work Relationships, Other Duties As Assigned). We can group. Requirements: maybe Minimum Required Qualifications (Education, Certification/License, Experience) and Approved Combinations. Qualifications: maybe Knowledge, Skills, And Abilities. Skills: could be part of Knowledge, Skills, And Abilities but we might separate. Benefits: none given. Pay: we have Salary range, Pay Grade, Duty Days, FLSA Status. So we can include Pay section. Schedule: Duty Days maybe schedule? Could include Duty Days as schedule. We must not create sections with filler like "commensurate with experience". We have actual salary range. We must not include boilerplate like EEO etc. Not present. We must not include application instructions. We need to preserve all substantive info. So we need to include details like purpose, essential functions, knowledge, skills, abilities, etc. We need to format using

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to decide what to put in lists vs paragraphs. Probably: - About the role: paragraph summarizing purpose and reporting line. - Responsibilities: list of essential job functions (maybe grouped under subheadings? But we cannot add extra headings besides the allowed ones? The instruction: use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings inside? It says use

  for section headings (e.g. About the role, Responsibilities...). Likely only those headings allowed. We could still use

  for sub-sections? Not specified. Safer to just use

  for main sections and within them use

  or

  • . We can embed bold text etc. Thus Responsibilities section: we can have a
    with each essential function as
    • . Could break down into categories but still as list items. Requirements: maybe list education, certification, experience. Qualifications: maybe list knowledge, skills, abilities (KSAs) as list. Skills: maybe separate? But KSAs already include skills. Could combine Qualifications and Skills? But we need to follow instruction: include a section only when posting has real specific content for it. The posting has Knowledge, Skills, And Abilities section. That could map to Skills section. Qualifications could be education/experience/certification. Requirements maybe also similar. Might be overlapping. To avoid duplication, we could treat Requirements as education/experience/certification, Qualifications as knowledge, Skills as abilities? But better to follow typical structure: Requirements = minimum qualifications (education, experience, certifications). Qualifications = preferred qualifications? But posting only has minimum required qualifications and approved combos. So we could put those under Requirements. Then Knowledge, Skills, And Abilities could go under Skills section. Qualifications maybe not needed. But we need to preserve all substantive info; we can put knowledge, skills, abilities under Skills section. We also have Personal Work Relationships, Other Duties As Assigned, Travel Requirements, Physical & Mental Demands, Work Hazards. Those could go under Responsibilities or maybe a separate section like "Additional Information". But we only allowed specific headings. Could incorporate them into Responsibilities as list items. We also have Travel Requirements, Physical & Mental Demands, Work Hazards. Those are substantive; we should include them somewhere. Could add to Responsibilities as list items. We also have "Reports to: Senior Executive Director - Cybersecurity" etc. That could go in About the role. Pay section: include Salary range, Pay Grade, Duty Days, FLSA Status. Schedule section: maybe Duty Days? But Duty Days already in Pay. Could put Schedule: Duty Days 239 days per year. But we must not create Pay/Schedule/Benefits sections unless posting actually states them. It does state Salary, Pay Grade, Duty Days, FLSA Status. So Pay section is valid. Schedule: Duty Days could be considered schedule. So we can include Schedule section with Duty Days. Benefits: none, so omit. Now we need to ensure we don't repeat job title. We must not include Job ID/PC# as heading; we can fold minor metadata into short

      or drop it. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

      or drop it. So we can include PC# maybe in a short paragraph under About the role or Pay? Probably drop it as minor metadata. But we need to preserve ALL substantive information; PC# maybe considered minor metadata? It's a position control number; maybe minor. The instruction says fold minor metadata into a short

      or drop it. So we can include it in a short p. Similarly Reports to maybe part of About the role. Now let's craft HTML. Structure:

      About the role

      Reports to: Senior Executive Director - Cybersecurity. Position purpose: Provides leadership to Fort Worth ISD IT Support team focusing on ensuring that customer service is of the highest priority. Leads the Help Desk and Campus Support teams providing end user support and IT service delivery ensuring smooth and consistent technology services. Ensures a positive IT experience to create trust, resulting in a positive impact for students and staff. Leads a team of diverse IT professionals, managing and optimizing FWISDs IT Support, ensuring stability, providing resiliency for critical services, and driving the continued adoption of modern technologies. Manages all procedures related to identification, prioritization, and resolution of incidents and service requests tickets per district service level agreements.

      Position control number: 26538.

      Responsibilities

      • Strategic Leadership: Direct and oversee daily operations of the Technology Help Desk and Campus Support Technician teams; establish performance expectations, service standards, and accountability measures for staff; provide strategic thinking and leadership related to customer support and service management methodologies; serve as an end-to-end technical leader experienced designing and implementing customer support and service management solutions using a broad range of technologies; influence, coach, and lead multiple teams focused on direct customer support solutions; work closely with Information Security leadership on high-level and complex decisions within the function; improve performance by developing teams, engaging team members in recurring touchpoints, enhancing capacity, and identifying risks; manage key performance indicators (KPIs), deliver excellence, and present results to audiences at all levels; ensure effective collaboration, communication, and socialization to drive the creation and implementation of a comprehensive strategy and road map; work with cross functional teams to develop and deliver an exceptional, efficient customer support experience; manage and optimize budgets, forecasting, and cost allocation while delivering business needs; benchmark and drive achievement of key performance indicators (KPIs) in IT Support; develop and implement strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and existing talent; provide timely constructive feedback, and guidance on all projects and techniques.
      • Support Management: Utilize IT service management frameworks and IT infrastructure library methodology management across IT to evolve best practices and simplify IT Support operations including metrics, SLAs, and reporting; oversee all Help Desk and Campus Support staff and operations, establishing a clear service model to ensure consistency for the customer; develop and communicate service level agreements (SLAs), ensure that teams are compliant with SLAs, and drive continuous improvement to exceed SLAs; analyze data and identify positive or negative trends in the volume and types of incidents and requests received; establish baselines and areas of improvement to reduce incidents, requests, and lead efforts to increase self-service, automation via IT self-service portal; collaborate with Demand Management Team in performing retrospective analysis in Incident Management and Service Request Management resulting in process optimization; monitor and report on KPIs regarding the use of services and resolving incidents and requests in compliance with local, state, and federal requirements.
      • Risk & Change Management: Communicate the vision and strategy in bold, persuasive terms gaining buy-in within the organization and from external stakeholders; drive technical impact analysis and conduct root cause analysis with corrective actions for both short- & long-term fixes to prevent them from re-occurring; identify, evaluate, and report on information security risks in a way that meets compliance and regulatory (local, state, and federal) requirements, and align with and support the enterprises risk posture; collaborate with leaders to develop a plan for disaster recovery and ensure a state of implementation readiness; evaluate innovative technologies, stay current with advances in technology, and contribute to research, evaluation, and decisions for new enterprise technology to benefit students and staff; analyze service requests, utilization, and processes to determine how to optimize return on investment for stakeholders; ensure teams properly handle sensitive data in the course of work and maintain data privacy.
      • Safety: Perform preventive maintenance on tools and equipment and ensure equipment is in safe operating condition; follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures; correct unsafe conditions in work area and promptly report any conditions that are not immediately correctable to supervisor.
      • Personal Work Relationships: All Fort Worth ISD employees must maintain a commitment to the Districts mission, vision, and strategic goals; exhibit high professionalism, standards of conduct and work ethic; demonstrate high quality customer service; build rapport/relationship with the consumer; demonstrate cultural competence in interactions with others; be respectful of co-workers; communicate and act as a team player; promote teamwork; respond and act appropriately in confrontational situations.
      • Other Duties As Assigned: Perform all job-related duties as assigned and in accordance to the Board rules, policies and regulations; comply with lawful directives in rare situations driven by need where a team effort is required.
      • Travel Requirements: Travel to school district buildings and professional meetings as required.
      • Physical & Mental Demands, Work Hazards: Tools/Equipment Used: Standard office equipment, including computer and peripherals; Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting; Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching; Lifting: Occasional light lifting and carrying (less than 15 pounds); Environment: Works in an office setting; occasionally requires irregular and/or prolonged hours; Attendance: Regular and punctual attendance at the worksite is required; Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

      Requirements

      • Education: Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required; Bachelors degree from accredited college or university in a related field preferred.
      • Certification/License: ITIL certification preferred.
      • Experience: 7-9 years experience in IT service management roles required; Supervisory experience strongly preferred.
      • Approved Combinations: HS/GED/TxCHSE with 9 years experience (requires at least 2 supervisory years in FWISD); Bachelors degree with 7