Senior Director – Customer Support & Experience

Wake County Public Schools•Cary, NC

About The Position

POSITION PURPOSE: Leads the Wake County Public School System (WCPSS) with all devices and classroom technology procurement efforts. Researches, identifies, and evaluates new and emerging technologies. Works collaboratively with staff in Technology Services, Schools, Academic Advancement, and Data, Research, and Accountability to ensure alignment with the learning and teaching focus of the district.

Requirements

Comprehensive knowledge of Microsoft Office, specifically Word, Excel, and PowerPoint; Google Apps
Comprehensive knowledge of a large educational environment and their processes and procedures
Critical thinking, analytical, and problem-solving skills
Demonstrated successful leadership and training skills
Demonstrated project management skills
Demonstrated commitment to achieving goals and plans
Excellent planning and organizational skills
Strong interpersonal skills
Negotiating and influencing skills
Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback
Ability to set strategic directions, create tactical plans, implement processes, evaluate results, and continually monitor and adjust
Ability to successfully assess strengths and weaknesses of vendor partners
Ability to make independent judgments and to implement creative solutions to problems with minimal supervisory oversight
Ability to establish and maintain effective working relationships with school system staff, vendors, contractors, external agencies, and the community.
Bachelor’s degree in a technical or business field (e.g., computer science, engineering, accounting, business, mathematics)
Five years of experience in a management position with responsibility for delivering technology support services

Nice To Haves

Five years of successful experience supporting technology integration at a district level.

Responsibilities

Facilitates and supports the application, integration, and development of technology solutions supporting the mission and goals of WCPSS.
Provides technical leadership in resolving development and implementation issues.
Management of administrative staff in the areas of inventory management, contracts, E-Rate, help desk, other support services that include Central Office desktop support, break/fix, Chromebooks, iPads, email, and level 1 support of O365 and Google.
Supervision over call center for help desk and Transportation.
Supports common design patterns and document best practices that enable consistent technology solutions and ensure conformity of architecture across the district.
Ensures processes and procedures are established and implemented to manage and support all devices and classroom technology keeping a focus on teaching and learning.
Oversees the procurement and standardization of classroom technology.
Participates in long-range strategy and policy development to address all areas of district technology.
Designs, executes, and monitors inventory management process; designs and manages inventory management systems meeting facility needs; manages inventory control policies and procedures across the district.
Audits inventory by coordinating with external and internal teams.
Oversees the utilization of bond money allocated for devices across the district.
Evaluates district technology by ensuring sufficiency of device specification and coordinating with school instructional needs.
Meets federal, state, and local standards for accounting requirements.
Performs other related duties, as assigned.