Director, Client Support (226 Days)

Description

The Director of Client Support is responsible for leading and managing the client support operations to ensure the delivery of high-quality service to all users, including educators, students, and administrative staff. This role involves developing and implementing support strategies, optimizing service delivery processes, and fostering a client-centric culture within the support team. The Director will work closely with cross-functional teams to enhance user experience and ensure that technology solutions meet the evolving needs of the education sector.

• Responsible for providing outstanding technology user support for approximately 22,000 employees and 155,000 students of Dallas ISD.
• Responsible for professional development efforts for the Educational Technology Desktop Support Services teams and creating/maintaining a culture of outstanding customer service and end-user experience.
• Ensure the development of IT Service Management policies, procedures, processes in the areas of Incident Management, Service Request Management, Asset Management, and Problem Management.
• Develop, manage, measure and report on key service-level metrics, including average response time, mean time to repair, first-contact resolution rate, productivity, and customer satisfaction.
• Strive for continuous improvement of the incident management and service request management processes and seamless integration with other IT service management processes and IT projects.
• Build and maintain positive relationships with other IT teams to ensure that overall IT services and goals are mutually understood and delivered.
• Prepare cost analyses, budget plans, and manage a large administrative budget.
• Resolve conflicts and escalated issues relating to technology services for the campuses.
• Keep current with the latest classroom technologies; identify new device and peripheral solutions that meet evolving educational and business requirements.
• Collaborate with Procurement Services in developing solicitations by providing and software and hardware specifications, configuration parameters, asset controls, warranty requirements, and service expectations.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or related field; Master's degree preferred.
• Ten years in the Information Technology services field; Five years in a leadership role.
• ITIL Certified; Highly proficient in the areas of Incident Management, Service Request Management, Change Management, Asset Management, and Problem Management.
• Deep commitment to end-user satisfaction and experience.
• Deep commitment to continuous improvement; LEAN experience preferred.
• Proficient in multiple computer hardware and operating system software.
• Proficient with relevant business applications, including Microsoft Office suite, Skype for Business, RemedyForce or comparable IT Service Management software, Oracle business suite, and TipWeb Hayes inventory management system.
• Proficient in computer peripherals and multi-functional printing device management.
• Proficient in mobile device management and remote desktop support technologies.
• Proficient local and wide area networking technologies.
• Technical project management skills.
• Proficient in staff supervision and professional development for staff.
• Proficient in documenting technical standards for computers, mobile devices, printers, and peripherals.
• Proficient in technology procurement and vendor management.
• Proficient in the development of IT Service Catalogs and IT Service Level Agreements (SLAs).
• Capable of performing other duties and technology services as required by the Chief Technology Officer.
• Conflict resolution skills.
• Excellent written and oral communication skills.