Manager, Client Support Services

About the role

The position of Manager, Client Support Services exists for the purposes of planning, organizing, directing, supervising and evaluating a first rate customer service team providing Tier 1, Tier 2, and Tier 3 in support of the district's mission, vision and goals; coordinating, organizing and supervising Help Desk and Hardware Repair Team in supporting networked devices in all district schools and departments. This position serves as the single focal point in the district for IT, including policies, systems, procedures, and administration of these services. The Manager, Client Support must have proven leadership skills in planning and workload allocations, directing, mentoring and leading team members, as well as managing the performance of the team. The manager must also establish effective communication with business, operations and educational managers within the district. This is a 'working' leadership position, approximately 40% technical and 60% managerial.

Responsibilities

• Manages assigned program and/or service responsibilities for the purpose of achieving outcomes in relation to organizational objectives, and ensuring conformance with legal, financial and district requirements.
• Performs personnel administrative functions (e.g. hiring, counseling, training, supervising, goal setting, evaluating, providing professional development opportunities, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department/program outcomes are achieved.
• Participates as a team member and fully supports efforts of the ITS Department Leadership Team for the purpose of building a strong department team that supports district mission and goals.
• Supports other upper level administrators for the purpose of collaborating with these administrators in achievement of department, program and organizational goals.
• Develops long and short-range plans in relation to desktop and mobile hardware and software technology (e.g. policies, procedures, staffing, budgets, materials, equipment, space requirements, etc.) for the purpose of ensuring organizational objectives are achieved in the most efficient and timely manner.
• Directs the operation of Client Support Services, including the Help Desk and Hardware Repair Team with a customer service driven mindset for the purpose of ensuring access to timely/relevant information and data services, timely technology problem resolution, support and follow-up, for the purpose of ensuring access to information and data services, while also providing accurate and timely technology support and problem resolution to district staff.
• Develops, implements, and manages a Tier 1, Tier 2, and Tier 3 support structure, for the purpose of assuring industry best practices are adopted and used - see Information Technology Infrastructure Library (ITIL) guidelines for managing Customer Services (http://www.itil-officialsite.com/).
• Communication with the district regarding: Publication of SLAs, Upgrade and replacement schedules, Training schedules, Downtime, Management of service level agreements (SLAs) for internal functions and external contractors, Oversight, ensuring that service levels are being maintained, Development/coordination/publication of self-help tools (cheat sheets, tips, tutorials), Coordination of technology "basic training" for all staff using Instructional Technology training standards, Uniform support across all areas of ITS (network, desktop, applications), Single point of contact for all requests, Coordination of self-help tools from all areas, Tracking of all requests and resolutions, Help Desk, Clear path of escalation, Clear expectations for time to resolution, Staffing & staff training, Evaluation of service, Feedback for purposes of improvement of services, Frontline support for upgrades and rollouts, Initiates and develops customer relationships for the purpose of promoting effective use of district standard technologies deployed.
• Develops and fosters relationships with the Hardware Repair Supervisor and Helpdesk Supervisor to establish grounded, unified goals for scholar and district support.
• Develops and implements agreements with schools and departments for the purpose of supporting non-district standard technology solutions.
• Manages district technology assets in a unified platform and strategically directs deployment/callbacks as necessary.
• Provides authentic and actionable service level agreements for problem resolution of district technology resources including computers, printers, mobile devices and software, wired & wireless data networks, voice services and messaging, email, calendar, SharePoint, and shared file storage, for the purpose of dependable time to and quality of resolution.
• Manages technology vendor relationships and service agreements for the purpose of acquiring equipment and software that enables district mission, vision, and goals.
• Develops and manages budget (general and levy funds) and technology procurement and deployment for the purpose of ensuring effective use of district funds.
• Facilitates communication among department staff and district staff, for the purpose of evaluating situations, identifying appropriate actions, and/or developing recommendations.
• Responds to inquiries of staff, district personnel, other professional organizations, etc. for the purpose of providing information and/or direction as may be required.
• Participates in a wide variety of meetings as required (e.g. workshops, district, regional, and statewide committees, community and public agencies, seminars, conferences, etc.) for the purpose of conveying and gathering information regarding a wide variety of subjects required to carry out administrative responsibilities.

  Qualifications

  • Education And Experience: Bachelor of Arts/Science Degree in Business Administration, Computer Science or related field is required. (Substitution: Technical college and/or industry certifications in related field)
  • A minimum of five (5) years of: relevant experience is required management experience in a K-12 educational institution or a commercial organization with a variety of complex enterprise level systems;

  Skills

  • Knowledge/awareness of own cultural identity and how this influences behavior, and desire to learn about the cultural identity of others.
  • Ability to establish and nurture an environment that promotes cultural competence and equitable treatment of staff, students, and patrons of the District.
  • Ability to understand and hold self and others accountable for promoting the Federal Way Public Schools' commitment to "Each Scholar: A Voice. A Dream. A Bright Future."
  • Ability to recognize that each person is a unique individual even as we celebrate their group cultural heritage.

  Benefits

  This position includes the following benefits prorated based on FTE - Medical, dental vision, sick and vacation leave, life insurance, professional development dollars, and retirement.

  Pay

  SALARY: $135,839 (Non Negotiable)

  Schedule

  Work schedule typically is Monday through Friday, day shift or as otherwise determined by the District.