MANAGER, CLIENT TECHNOLOGIES

Denver Public Schools•Denver, CO

About The Position

Manages DOTs Partners that provide school users with district-supported application support, desktop equipment and support, and consultation determining user needs and incorporating them into the design and overall plan for technology desktop support. The range of accountabilities minimally covers application support (including security access), hardware and software planning, vendor selection, acquisition, Tier 2 problem resolution, set-up, integration, testing and installation.

Requirements

Bachelor’s degree in Computer Science, Information Systems or other related field, required.
Typically has five (5) to seven (7) years of IT work experience including managing team(s) responsible for desktop support functions.
Three (3) to five (5) years’ experience managing support operations in a 24/7, multi-site environment, assigning work and evaluating the performance of internal help desk staff.
At least two (2) years’ experience with budgeting, expense management and contract management.
Experience handling confidential information with a high degree of integrity. Skillful attention to detail and accuracy. Proven experience and skills to quickly learn new systems and applications.
Experience troubleshooting, isolating, diagnosing and problems.
Valid Colorado Driver’s License, appropriate insurance coverage and acceptable driving record for the past three years, if the position requires travel.
Lead for racial and educational excellence and work to dismantle systems of oppression and inequity in our community, along with believing in and supporting all students so they feel seen and heard with access to high quality education.
Live and work with a permanent home address in Colorado while working with us.
Have the ability with or without accommodations to meet the physical demands of the position.

Responsibilities

Direct management responsibility for client support technicians.
Analyze and ensure that all district computer equipment is standardized and current with software and hardware.
Organize and coordinate the activities associated with installation, deployment and upgrade of software, hardware and network facilities as it relates to the desktop environment.
Organize and implement training opportunities for clients and call center staff and School Tech Reps (STR’s).
Monitor procedures and standards used to provide quality support; obtain independent feedback about services delivered.
Provide security access to the student information system, assuring district security practices are followed.
Organize and coordinate the activities associated with Tier 2 level support for District Systems.
Monitor and analyze performance metrics, sharing results with users and senior DoTS management.
Investigate and procure proficient and economical call center equipment.
Evaluate and provide techniques for increasing user desktop productivity.
Perform other duties as assigned.