Assistant Director of Technology Support and User Experience

Summary:

The Assistant Director of Technology Support and User Experience will ensure the seamless operation and exceptional user experience of all technology systems across the school division. They will oversee the division's technology support team, device lifecycle management, technology procurement, and the implementation of support processes aligned with ITSM best practices. This role focuses on providing reliable, responsive, and user-centered technology support.

Key Responsibilities:

Technology Support Leadership

• Supervise and mentor the technology support team, ensuring the timely and effective resolution of technical issues for students, teachers, and staff.
• Develop and implement an ITSM (IT Service Management) framework to streamline incident management, problem management, and change management.
• Establish and monitor Service Level Agreements (SLAs) for technology support, driving efficiency and high-quality service.
• Collaborate with help desk team to ensure knowledge base is maintained and SLAs are met by technology support team members.

Client Computing & Device Management

• Manage the procurement, deployment, maintenance, and retirement of all student and staff devices, including laptops, desktops, tablets, and peripherals.
• Develop and implement device imaging and configuration standards to optimize performance and security.
• Oversee inventory management and asset tracking processes for all technology equipment.

Technology Infrastructure and Specialty Systems

• Collaborate with network and systems teams to ensure the optimal performance of classroom displays, sound systems, and other specialized technologies.
• Manage maintenance, support, and procurement of copiers and multifunction devices across the school division.
• Partner with the Director to develop long-term technology infrastructure plans that support user needs.

Strategic Planning and Procurement

• Research, evaluate, and recommend new technologies aligned with the division's needs, with a focus on usability, reliability, and cost-effectiveness.
• Collaborate with the Department of Technology Innovation and Integration to research, test and choose appropriate technology for classroom use.
• Lead the technology procurement process as it relates to client computing and classroom technology solutions, including vendor selection, contract negotiation, and budgeting.
• Develop and maintain strong relationships with technology vendors and partners.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Minimum of 5 years of experience in a technology support leadership role, preferably in a large educational or enterprise setting.
• Proven expertise in client computing, device management, and help desk operations.
• In-depth knowledge of ITSM principles and best practices.
• Strong project management, vendor management, and budgeting skills.
• Excellent problem-solving, troubleshooting, and communication abilities.
• Demonstrated commitment to providing exceptional user experiences.