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Wake County Public School System · 1 month ago

Senior Director – Customer Support & Experience

US-NC-Cary

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Wake County Public School System is seeking a Senior Director for Customer Support and Experience. This role leads the procurement efforts for devices and classroom technology, collaborates with various departments to enhance technology integration, and ensures alignment with the district's educational goals.

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

Qualification

Technology integrationProject managementLeadership skillsMicrosoft OfficeAnalytical skillsInterpersonal skillsNegotiating skillsCommunication skillsOrganizational skills

Required

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