Coordinator, Technology Support

Fulton Schools • GA

76d

About The Position

The Technology Support Coordinator plays a mission-critical leadership role in the Strategy and Technology Division, ensuring that technology services proactively empower learning, safety, and operational excellence across the district. This leader oversees a team of Technology Support Specialists and other personnel to deliver timely, high-quality support that enables each student, teacher, and staff member to thrive. With a focus on partnership, this position supports teachers, staff, and administrators as valued teammates, while keeping students and families—the district’s ultimate customers—at the center of every decision and action. Through data-informed operations, service design, and relationship-building, the coordinator fosters a responsive, respectful, and reliable support culture that strengthens the district’s strategic mission.

Requirements

• Bachelor's Degree in a closely related field required, or equivalent experience (2 years of similar work level experience = 1 year college); a combination of experience and education may be used to meet the Bachelor's Degree requirement.
• Minimum 5 years in a technology-related role with a minimum of 2 of those years in a lead/supervisory role in service support and computing support call team.
• Leadership experience in IT support operations, ideally within a public sector or K–12 educational context.
• Demonstrated success in team management, service optimization, and user experience improvement.

Nice To Haves

• Exhibits a strong focus on teammates and customer service and demonstrates the ability to build a team with that same focus.
• Strong working knowledge of devices, operating systems, support platforms, and basic networking.
• Proficiency in Microsoft 365 and collaboration tools (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with service frameworks like ITIL; certification is preferred.
• Outstanding interpersonal and communication skills.
• Ability to lead teams, manage projects, and engage teammates with empathy and strategic insight.
• Knowledge of educational platforms (e.g., Student Information Systems, digital learning tools) is a plus.
• Experience in providing detailed reports for KPIs associated with service desk incidents.
• Ability to develop, implement, monitor, and evaluate program goals and initiatives.
• Ability to supervise and work effectively with departmental personnel.
• Good decision-making and problem-solving skills.
• Excellent organizational and leadership skills.

Responsibilities

• Provides leadership and day-to-day oversight of Technology Support Specialists and other assigned personnel, including those supporting help desk operations, field support, logistics, and device repair.
• Sets clear performance expectations, conducts formal evaluations, and supports professional growth aligned with division and district priorities.
• Collaborates with Strategy and Technology leadership on strategic planning, staffing models, and the alignment of services to school needs.
• Builds a culture of ownership, professionalism, and continuous improvement across all assigned teams, with a shared focus on enabling student learning and supporting families.
• Establishes and monitors SMART goals and key performance indicators (KPIs) that reflect service quality, responsiveness, and teammate satisfaction.
• Contributes to districtwide planning and execution for initiatives such as device rollouts, testing support, inventory refreshes, new school openings, and special projects.
• Oversees daily service operations within the assigned functional area.
• Monitors ticket queues, work orders, and other service channels to ensure timely, effective, and equitable support for all schools and departments.
• Implements and maintains support documentation, troubleshooting guides, SOPs, and knowledge base articles to enable consistent service delivery.
• Leads structured analysis and escalation processes to identify root causes and resolve recurring issues at the systems level.
• Analyzes service trends, identifies performance gaps, and recommends improvements to workflows, tools, and staffing plans.
• Ensures all support practices align with cybersecurity protocols, device accountability procedures, and technology asset management standards.
• Treats all district employees as teammates by fostering strong, respectful relationships grounded in trust, collaboration, and service.
• Serves as a liaison between support teams and schools, departments, or other district offices to ensure clear, timely communication and responsive issue resolution.
• Coordinates field visits, onsite rotations, and project-based support deployments to ensure consistent and visible service at every school and location.
• Leads communication efforts during system changes, device rollouts, or service disruptions, ensuring teammates receive timely, accurate information.
• Collects and uses feedback from school and district teams to improve documentation, training, and user-facing support practices.
• Leads service recovery efforts with professionalism, transparency, and a commitment to follow-through.
• Centers all technology support operations around the district’s mission to create safe, supportive, and effective learning environments for every student.
• Recognizes that students and parents are the district’s customers, and ensures services are designed to meet their needs with clarity, care, and reliability.
• Reinforces with all assigned staff the importance of their role in supporting student success through excellent service and communication.
• Promotes a service culture where technology support is seen as a critical enabler of instruction, operations, and family engagement.
• Maintains effective relationships with internal departments and schools to support district strategy and technology initiatives.
• Stays abreast of developments in technology trends, industry standards, and best practices to ensure the efficient delivery of technology services.
• Represents the district in meetings, workshops, and conferences as appropriate.
• Performs other duties as assigned by the Director of IT Support or appropriate administrator.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree