Manager – Service Desk (Level 1) Job Vacancy in Jeffco Public Schools Jefferson County, CO – Latest Jobs in Jefferson County, CO

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Company Name : Jeffco Public Schools
Location : Jefferson County, CO
Position : Manager – Service Desk (Level 1)

Job Description : ABOUT THE DISTRICT

Jeffco Public Schools, Colorado’s largest K-12 school district, with 85,000 students and approximately 14,000 employees, has provided educational excellence for more than 60 years. Nearly 10 percent of all Colorado K-12 students attend a Jeffco school and our employees benefit from partnerships with experienced, dynamic school leaders throughout our district. Our Jeffco Generations vision document and strategic plan map out with focus and clarity what we expect our schools to accomplish with our graduates. Come join us!
Jeffco Public Schools is a Single-State Employer. All candidates hired by Jeffco Public Schools must reside within the state of Colorado.

HOURS AND DAYS WORKED

Desired Start Date: 04/04/2022
Mgr Service Desk Annual Position FLSA: Exempt FTE: 1.00000 , Hours/Day: 8.000 , Days/Year: Year Round Salary Plan, Grade, Step: Information Technology , N06, 1 Min-Mid Annual Salary Range: $78,441.51 – $93,998.07 Effective as of: 06-16-2021
**Annual salary noted above is based on an 8 hour day and full days worked calendar. Any position that is less than a full FTE/8 hours per day or late start will be prorated accordingly.

PRE-EMPLOYMENT REQUIREMENT

The successful new hire or rehired candidate will be responsible to complete and incur the fingerprinting and processing fee of $54.50 through an appropriate fingerprinting vendor and the Colorado Bureau of Investigation, within 48 hours of offer acceptance.

RESPONSIBILITIES

SUMMARY Lead a team of highly effective support staff in the pursuit of delivering exceptional customer service. This role will provide senior level expertise and management of all service desk staff that provide remote IT services for Jeffco employees. Will lead by example, projecting a positive attitude to instill a culture of service that aligns with the department’s standards of excellence and professionalism. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Manage Technology Support operations and staff. Responsibilities include hiring, training, promoting, assigning, evaluating, counseling, disciplining, and terminating staff. Work to maintain a highly effective support organization by performing regular observations of staff performance, give regular feedback to staff and complete annual performance evaluations with appropriate yearly goals. Assist staff with pending workload, solve common and complex technology system problems for students, staff, and affiliates, including operational problems and system malfunctions. Work with Knowledge Management team and Service Desk staff to identify, create, and publish internal and external knowledge articles. Manage changes to staff schedules based on volume, peak periods, and other customer needs. Monitor and adapt workflow to assure timely response to customer requests. Coordinate with IT and District staff to improve and enhance the skills and level of support provided by the Service Desk staff. Provide and coordinate professional development for employees as related to supporting technology in schools and business environment. Leverage tools and best practices for incident tracking/resolution, problem management, change management, and systems monitoring. Establish and maintain Business Continuity procedures and arrangements for the department and participate in trainings and disaster recovery exercises. Monitor incident tracking system and phone queues throughout the day to ensure timely attention to incoming calls and issues. Perform configuration changes to Call Tracking system, and multi-channel communications systems as required for optimal call routing. In consultation with IT leadership, establish, communicate, and monitor IT support service level agreements (SLAs). Create and manage escalation procedures with other IT departments to ensure service levels are maintained. Conduct regular review of work orders to ensure documentation quality and timelines of ticket resolution. Review and balance workloads, ensure adequate coverage and optimal resource utilization. Guide staff in setting priorities and managing workload to meet established service level agreements. Utilize available data to analyze ongoing metrics, identify trends, develop proactive techniques, provide appropriate support and communicate the current status of support effectiveness. Work with customers and District leadership to understand support needs and integrate requirements into service delivery approach. Follow up on customer feedback to ensure high customer satisfaction. Function as the Major Incident Manager and be responsible for providing seamless, effective communications within IT during major incidents. Ensure clear, concise, accurate communication to external stakeholders during all major incidents. Assist in troubleshooting efforts with the technical incident manager or technical expert. Represent department on cross-functional teams, including Change Management Board and Project Steering Committee, and inform Director, Managers and Technology Support staff of changes and new objectives. Perform other duties as assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EXPERIENCE 5+ years of progressively responsible experience in a leadership position. 3+ years experience in customer support role supporting technology. Demonstrated knowledge of enterprise-wide computing management systems spanning multiple operating systems and hardware platforms. EDUCATION AND TRAINING Bachelor’s degree in Information Technology, Computer Science, or other technical field. Equivalent experience will be considered. CERTIFICATES, LICENSES, REGISTRATIONS Preference may be given to candidates that possess ITIL and/or Help Desk Institute certification. Valid Colorado driver’s license required. SKILLS, KNOWLEDGE, & EQUIPMENT Strong customer service, problem solving, management, and communication skills. Must possess excellent verbal and written skills. Must be self-motivated, possess excellent time management and prioritization skills with a proactive approach to tasks. Must be able to handle difficult customers with professionalism and courtesy. Ability to discuss and resolve confidential matters. Ability to work flexible hours. Knowledge and understanding of Microsoft Office, Windows networking, PeopleSoft (Financials and Human Resources), WAN/LAN networking basics and client/server technologies. DECISION MAKING Requires detailed analysis and application of technical and professional knowledge to analyze, evaluate, and utilize resources to resolve system, equipment, network, and application problems quickly. Errors in resolving a system problem or in determining the severity of the problem could disable services, resulting in a temporary loss of computer systems District-wide and interference in student education or efficiency of District staff. Errors in decision making could impact availability of technology throughout the District, impacting productivity and educational delivery, and leading to loss of data and failure of District systems. COMMUNITY RELATIONS Daily contact with persons within/outside department, administrative staff, classified staff, professional staff, students, parents, vendors/suppliers, general public, and school support team to resolve computer problems and negotiate controversial or confidential matters. Daily contact with advisory committees, administrative leadership team, the Board, students, and parents to maintain relationships and resolve technology problems. SPAN OF CONTROL Directly supervise employees in the Technology Support Center department. Positions supervised include Technology Support staff. Carry out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws. Responsibilities include interviewing, hiring, training; planning, assigning, directing work, appraising performance, rewarding and disciplining employees. Responsible for budget development and accountability in conjunction with department Director. EDUCATIONAL DELIVERY Ensure effective support of technology throughout the District. Provide support services for educational technology and educational resources. The majority of time is not spent on the school site. COMPLEXITY OF WORK Work is self-directed and requires detailed analysis, independent judgment, technical knowledge, and interpretation of facts to evaluate user problems, determine a course of action, provide timely resolution of technical problems, and dispatch appropriate technical resources when necessary. Decisions on work priority, resource allocations, and standards enforcement are guided by IT policies and standards. Must have ability to think analytically, ability to read the level of criticality of an issue to determine if it needs further escalation, and ability to negotiate with Principals and department managers. Work with management teams that cross multiple technologies, platforms and administrative boundaries, including the development of strategy, tool selection, and process definition based on user needs, viable technology and operation efficiency. Understand and manage customer expectations to ensure strong customer service and satisfaction by meeting the needs and requests of internal and external clients in a complete and timely manner. Work is also assigned by department Director. The physical demands, work environment characteristics, and mental functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. MENTAL FUNCTIONS While performing the duties of this job, the employee is regularly required to compare, analyze, communicate, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile, and negotiate. WORK ENVIRONMENT The noise level in the work environment is usually moderate.

SALARY

Jeffco Salary Schedules

BENEFITS

Jeffco Benefits

EQUAL EMPLOYMENT OPPORTUNITY

The Jefferson County School District does not discriminate on the basis of disability, race, color, creed, religion, national origin, age, sexual orientation, marital status, political affiliation, pregnancy, or gender.

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