ROLE AND PURPOSE: To provide oversight and leadership of the District Support and Customer Service department. This includes ensuring a positive customer experience for all stakeholders regarding the ongoing use and integration of all technology resources across the district and within the community.

QUALIFICATIONS:

Education/Certification:

• Bachelor's Degree from an accredited institution required.
• Master's Degree preferred.

Experience:

• Five (5) or more years of technology experience preferred.
• Three (3) or more years in a supervisory role in a technology support program preferred

SPECIAL KNOWLEDGE AND SKILLS:

• Knowledge of computer networks, hardware, and software applications
• Knowledge of integration of technology resources across district systems
• Strong organization, communication, leadership, and interpersonal skills
• Strong problem-solving skills with the ability to resolve technical issues.

MAJOR RESPONSIBILITIES AND DUTIES:

I. DISTRICT SUPPORT AND CUSTOMER SERVICE DEPARTMENT MANAGEMENT

• Coordinate the ongoing purchasing of end-user computing resources to ensure timely distribution to campuses and/or departments.
• Provide ongoing support and maintenance of all end-user computing resources.
• Participate in District and campus planning to ensure effective integration and support of technology into the learning process.
• Coordinate the development and implementation of a comprehensive Technology Professional Learning Program within the District Support and Customer Service department.
• Collaborate with the Instructional Technology Department in the research, design, and integration of technology into the learning process.
• Provide leadership in recommending technology resources that will transform instructional learning experiences.
• Provide effective collaboration between Infrastructure and Operations, District Support and Customer Service, and Information and Instructional Services to ensure strong communication between the departments and end users.
• Ensure consistent goals between Infrastructure and Operations, District Support and Customer Service, and Information and Instructional Services, which support students, teachers, administrators, and parents.

II. SCHOOL/ORGANIZATIONAL CLIMATE

• Evaluate hardware, software, and services as needed.
• Promote and maintain positive morale among all department employees.
• Ability to work both independently and collaboratively across departments in a team-based, service-oriented environment.
• Ensure effective and positive customer service to all stakeholders.

III. SCHOOL/ORGANIZATIONAL IMPROVEMENT

• Promote and maintain department goals that align with District goals and objectives.
• Participate in long-term District Strategic planning efforts.
• Model the effective use of technology tools and encourage appropriate use of all technology resources.
• Maintain up-to-date information concerning new ideas, new equipment, and new programs that will and can support the goals of the District.
• Maintain high expectations and communicate this perspective to others.
• Model change leadership across the organization with positivity, enthusiasm, and a growth mindset.

IV. PERSONNEL MANAGEMENT

• Assist in the ongoing assessment and evaluation of the Technology Program throughout the District.
• Supervise support personnel needed to design, implement, integrate and/or maintain technology resources across all areas.
• Provide ongoing leadership, training, and professional growth opportunities to department staff members.
• Meet regularly with department staff for the purpose of planning and communication.
• Delegate duties and responsibilities as appropriate.
• Maintain a positive working relationship with the district department and/or campus administrators.

V. ADMINISTRATION AND FISCAL/FACILITIES MANAGEMENT

• Assist with bid specifications for technology equipment and supplies to be purchased.
• Coordinate budget requests for hardware, software, and staff development.
• Consult with other staff regarding new school site construction and renovation.
• Establish and maintain control of outside vendors supplying equipment, software, and services.
• Provide effective leadership and support for administrators in obtaining, installing, and using technology resources.
• Provide assistance to end users to identify and correct hardware and/or software related problems.
• Identify and recommend the acquisition of hardware and/or software to meet the needs of the district.
• Comply with policies established by federal and state law, State Board of Education, and local board policy.
• Work with department leadership in forecasting cost projections to create, maintain, and manage operational and bond budgets.

VI. STUDENT MANAGEMENT

• Analyze student achievement and recommend changes and/or adjustments related to technology resources and processes.
• Share effective technical and instructional strategies with teachers for the effective use of technology in student learning.
• Assist campus administrators in the enforcement of the AISD Student Code of Conduct policies and procedures.

VII. SCHOOL/COMMUNITY RELATIONS

• Maintain contact with business, industry, and institutions of higher learning concerning technological trends and applications.
• Support service organizations with training, speakers, technical facts, and general information about the integration of technology into the student learning process.
• Participate in the information-gathering process as needed for district-defined committees.

VIII. PROFESSIONAL GROWTH AND DEVELOPMENT

• Attend appropriate Professional Learning opportunities by private business, TEA, TCEA, Regional Service Centers, and institutions of higher learning.
• Actively participate in professional organizations.
• Seek and accept comments from administrators, department heads, and other school personnel to improve the services provided.
• Meet with other school districts for the purpose of sharing ideas that will ultimately improve instruction for the students in Arlington ISD.
• Actively seek out professional development activities to improve staff customer service skills and overall job performance.

IX. SUPERVISORY RESPONSIBILITIES

• Oversight of Infrastructure and Operations department staff members along with other personnel (internal and contracted) as needed for completion of assigned tasks.

X. MISCELLANEOUS

• Performs other duties as may be assigned.

XI. WORKING CONDITIONS:

MENTAL DEMANDS / PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS:

• Tools/Equipment Used: Standard office equipment, including computers and peripherals; standard instructional equipment.
• Posture: Moderate standing; occasional kneeling, squatting, bending, and stooping
• Motion: Moderate walking
• Lifting: Regular light lifting and carrying (less than 15 pounds)
• Environment: Work inside and outside (exposure to sun, heat, cold, and inclement weather); exposure to noise
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress, with frequent interruptions.