OFFICE OF OPERATIONS

Traditional 235 work days per year

FTE: 1.0

Salary Range: $54,018 - $64,822

** Please note : Applications will be received until May 31, 2024. If the position is not filled by then, we may consider applications submitted after the deadline. Interested applicants must apply online by visiting the Denver Public Schools job board at careers.dpsk12.org .**



Essential Functions and Objectives:

The DoTS Service Desk Lead has responsibilities in maintaining the day-to-day workflow and scheduling for the Service Desk staff. The onboarding of all new technicians and temps (if required), auditing and maintaining current and/or new team policies and procedures. The Lead will prioritize and escalate incidents based on service level agreements to the appropriate leaders. This position will serve as the Service Desk subject matter expert for the incident/service management system. Responsible for collecting ongoing feedback from technicians on areas for system improvement to develop greater efficiencies as an end user. The lead will model and champion a culture for customer advocacy. This position will serve as a back-up to the Service Desk Technicians, as needed.

- Overseeing the on-boarding process which includes, implementation of the on-boarding program with new Service Desk Technicians and temps, maintain the content and update the on-boarding program with any new or relevant information.

- Serve as the incident/service management system Subject Matter Expert (SME) for the Service Desk.

- Seek feedback from Service Desk Technicians on ways to improve/enhance functionality within the Incident Management system.

- Support requirement documentation and work with the system product team to determine options.

- Stay up to date with development/implementation status.

- Coach Service Desk Technicians on any new process improvements and/or functionality within the incident management/service system.

- Audit and maintain current and/or new Service Desk team policies, procedures and incident management on our supported technologies, procedures, and technical resolutions.

- Pull team level data monthly reports from incident management/service system and review with Manager to determine areas for growth and opportunities for greater efficiencies across the team.

- Develop a weekly/daily work schedule for the team to ensure all duties are covered.

- Prioritize and escalate incidents based on service level agreements to the appropriate leaders.

- Complete ongoing audits of current Service Desk first contact resolution types.

- Partner with other DoTS Team Leads and Managers (tiered support) to identify/update their current support types and determine any gaps.

- Determine which services and/or categories are better served at the Service Desk for first contact resolutions.

- Work with Manager to determine metrics for Service Desk first contact resolution.

- Conduct customer empathy interviews and/or contact the customer to learn their pain points if the customer survey is below 3.

- Bridge communication between the Service Desk and other tiered support teams to ensure customer needs are being met across teams.

- Leverage team weekly stand-ups to share information about upcoming events, prep strategies and current updates impacting the team. Also, identify any common occurrences and determine if they need to be addressed and by who.

- Take escalated calls and coach Service Desk Technicians on how to resolve and/or how to route difficult issues appropriately.

- Serve as a "back up" to the Technicians in completing daily duty assignments, as needed.

- Collaborate to deepen stakeholder engagement with other teams in and outside of DoTS on projects that require Service Desk support.

- Offer the best solutions to meet the needs of our customers and align with current work flows.

- Partner with technical writers to ensure any new solutions are documented appropriately and the Service Desk team is trained appropriately.

- Attends job opening interviews to provide feedback on the best candidate for the open position.

- Pull incident data and monitor for issues related to training needs verses technical support.

- Review data with the Technical Training team to determine if modifications to existing training(s)/resource(s) or the development of a new training/resource is needed to better support our customers.

- Model and champion a culture for customer advocacy.

- Follow all rules, policies and standard procedures for DPS, DoTS and team.



Knowledge, Experience & Other Qualifications:

- One (1) or more years experience as a call center team lead.

- Three (3) or more years experience with the following: Incident Management system; Windows and Macintosh operating systems; word processing, spreadsheet, and database programs (preferably Microsoft Office); and data processing equipment, systems and techniques.

- Experience and proficiency with Microsoft Office products and/or Project Management Software (e.g. Excel, Word, Outlook and PowerPoint).

- Excellent interpersonal, analytical, critical thinking, problem-solving, and organizational skills.

- Excellent time management and organizational skills to meet deadlines.

- Strong attention to detail.

- Ability to collaborate with others on challenging, time sensitive projects as a team player.

- Ability to assess appropriate priorities and organize workload on multiple assignments.

- Ability to work independently with minimal direction.

- Models excellent customer service.

- High degree of integrity in handling confidential information.

- Ability to communicate effectively in a credible and confident manner at all levels in the organization, both orally and in writing.

- Excellent interpersonal communication skills that include integrity, tact and discretion in working with all employee groups.

- Temperament to work under pressure and maintain effective working relationships with fellow employees, management, other departments, and the end-user community.

- Demonstrated experience performing in compliance with established District and departmental policies regarding attendance, dress code, safety, security, and other policies, procedures and practices.

Education Requirements:

- High school diploma or equivalent required.

Other Information:

The mission of the DPS Department of Technology Services (DoTS) is to be a proactive partner enabling the success of every child. We support the students, families, and staff of Denver Public Schools by providing the infrastructure, tools, data, and support to enable effective educators and efficient operations. Our leading-edge technology work includes delivering custom portals for our students, parents, teachers, and administrators, managing one of the largest networks in the state of Colorado, providing unparalleled levels of customer support, finding new ways to get technology in the hands of our students, and much more. We believe that technology is a positive, enabling force for parent engagement, student engagement, educator effectiveness, operational efficiency, student safety, and student achievement. By joining us, you too will be enabling the success of every child!



Additional Information:



- Work Year Calendars (including accrued time off): http://thecommons.dpsk12.org/Page/1129

- Benefits (including DPS contributions): http://thecommons.dpsk12.org/Page/1397

- Compensation Structures: http://thecommons.dpsk12.org/Page/244

- Employee must live and work with a permanent home address in Colorado while working for Denver Public Schools

About Denver Public Schools:

Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation. DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.

DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth. Learn more at dpsk12.org.

Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age, disability, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.