Director - IT Support

About the role

Director - IT Support            Reports to: Senior Executive Director - Cybersecurity Salary: $104,816-126,285 Pay Grade: 508 Duty Days: 239 FLSA Status: Exempt PC#: 26538 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 FWISD's 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.   ESSENTIAL JOB FUNCTIONS 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. Provides strategic thinking and leadership related to customer support and service management methodologies. Serves as an end-to-end technical leader experienced designing and implementing customer support and service management solutions using a broad range of technologies. Influences, coaches, and leads multiple teams focused on direct customer support solutions. Works closely with Information Security leadership on high-level and complex decisions within the function. Improves performance by developing teams, engaging team members in recurring touchpoints, enhancing capacity, and identifying risks. Manages key performance indicators (KPIs), delivers excellence, and presents results to audiences at all levels. Ensures effective collaboration, communication, and socialization to drive the creation and implementation of a comprehensive strategy and road map. Works 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. Benchmarks and drives achievement of key performance indicators (KPIs) in IT Support. Develops and implements 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. Provides timely constructive feedback, and guidance on all projects and techniques.  Support Management  Utilizes 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. Oversees all Help Desk and Campus Support staff and operations, establishing a clear service model to ensure consistency for the customer. Develops and communicates service level agreements (SLAs), ensures that teams are compliant with SLAs, and drives continuous improvement to exceed SLAs. Analyzes data and identifies positive or negative trends in the volume and types of incidents and requests received. Establishes baselines and areas of improvement to reduce incidents, requests, and leads efforts to increase self-service, automation via IT self-service portal. Collaborates with Demand Management Team in performing retrospective analysis in Incident Management and Service Request Management resulting in process optimization. Monitors and reports on KPIs regarding the use of services and resolving incidents and requests in compliance with local, state, and federal requirements.  Risk & Change Management  Communicates the vision and strategy in bold, persuasive terms gaining buy-in within the organization and from external stakeholders. Drives technical impact analysis and conducts root cause analysis with corrective actions for both short- & long-term fixes to prevent them from re-occurring. Identifies, evaluates, and reports on information security risks in a way that meets compliance and regulatory (local, state, and federal) requirements, and aligns with and supports the enterprise's risk posture. Collaborates with leaders to develop a plan for disaster recovery and ensures a state of implementation readiness. Evaluates innovative technologies, stays current with advances in technology, and contributes to research, evaluation, and decisions for new enterprise technology to benefit students and staff. Analyzes service requests, utilization, and processes to determine how to optimize return on investment for stakeholders. Ensures teams properly handle sensitive data in the course of work and maintain data privacy.  Safety  Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition. Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures. Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.   PERSONAL WORK RELATIONSHIPS All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals. Exhibits high professionalism, standards of conduct and work ethic. Demonstrates high quality customer service; builds rapport/relationship with the consumer. Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.   OTHER DUTIES AS ASSIGNED Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations.  All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.   KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of Information Technology Infrastructure Library (ITIL) principles and IT Service Management (ITSM) best practices. Knowledge of Enterprise Help Desk operations, service desk technologies, ticket management systems, and support delivery models. Knowledge of District policies, procedures, and regulations. Knowledge and understanding of relevant local, state, and federal legal and regulatory requirements. Knowledge of cybersecurity awareness principles and their application to end-user support operations. Knowledge of best practices in administration, program evaluation, and staff supervision. Knowledge of budgets and budgeting processes for both local and federal funds and experience in developing and managing central or campus budgets. Knowledge of data information systems, data analysis and the formulation of action plans. Skill in managing large-scale customer-focused Help Desk and field support operations, prioritizing competing demands while maintaining service quality and operational stability. Skill in IT service management and project management practice implementation. Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Skill in written and oral communication skills including ability to interact with and influence all levels of district service center and campus staff. Ability to manage measurable service delivery standards and hold teams accountable for performance outcomes. Ability to analyze support trends, service metrics, and operational data to drive organizational improvements. Ability to anticipate organizational support needs and proactively implement solutions to address emerging challenges. Ability to develop and execute a strategic roadmap for service desk initiatives aligned with overall business objectives. Ability to work in an ambiguous environment utilizing strong problem solving and troubleshooting skills. Ability to utilize project management skills to plan, prioritize, and resolve capacity constraints to support business and technology objectives. Ability to articulate technical, security, and risk-related issues in a concise manner.   Ability to design, organize, and track work plans, create appropriate working and decision-making processes, ensure stakeholders are engaged, and support the work itself. Ability to analyze, synthesize, and interpret data, to summarize for technical and non-technical employees and senior management. Ability to analyze and assess the impact of change on employees and develop plans to address issues. Ability to exercise sound judgment in making critical decisions. Ability to establish program goals and objectives that support the strategic plan. Ability to work in a team environment, to capitalize on the strengths of team members, and to guide team members toward the accomplishment of a common goal. Ability to use application software to access databases, email, create spreadsheets, and process professional documents. Ability to organize and coordinate work under pressure, meet tight deadlines, and proactively resolve issues. Ability to handle difficult and stressful situations with professional composure. Ability to exercise discretion regarding matters of a sensitive or confidential nature. Ability to prepare oral or written communications, such as presentations, reports, memoranda, letters, grant proposals, and other documents. Ability to engage in self-evaluation with regard to performance and professional growth. Ability to establish and maintain cooperative working relationships with others contacted in the course of work.   TRAVEL REQUIREMENTS Travels to school district buildings and professional meetings as required.    PHYSICAL & MENTAL DEMANDS, WORK HAZARDS 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 for this position. Mental Demands:  Maintains emotional control under stress; works with frequent interruptions.   MINIMUM REQUIRED QUALIFICATIONS Education: (See approved combinations of Education & Experience below) Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required;  Bachelor's degree from accredited college or university in a related field preferred. Certification/License: Required: ITIL certification preferred. Experience: 7-9 years' experience in IT service management roles required; Supervisory experience strongly preferred.   APPROVED COMBINATIONS Education Experience HS/GED/TxCHSE9 years (requires at least 2 supervisory years in FWISD)Bachelor's degree7 years   This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.