OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → DIRECTOR, DIVISION OF TECHNOLOGY SUPPORT

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Director, Division of Technology Support

MONTGOMERY COUNTY PUBLIC SCHOOLS
CLASS DESCRIPTION
OFFICIAL TITLE: Director I CODE: 0330 SQ/OQ: Not Applicable
WORKING TITLE: Director, Division of Technology Support GRADE: P MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under the general direction of the Chief Technology Officer, coordinates the work of the Division of Technology Support, which includes on and off-site technical support for staff in all schools and offices through the services of the School Technology Support (STS) unit, the Technical Support Staff (TSS) unit, the Help Desk, and the Customer Relationship Manager (CRM). Assigns, supervises and deploys staff as necessary to manage computer operations supporting multiple complex systems. Aligns the priorities of the division with the vision of the office. Ensures the work carried out by staff supports the policies of the Board of Education and the expectations of the superintendent and executive staff. Coordinates the work of this division with the other divisions comprising the Office of the Chief Technology Officer.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Ability to manage multiple complex projects and achieve results within required time, functionality, performance, quality and budget requirements. Thorough understanding of system analysis, design, development, testing and quality assurance methodologies. Thorough knowledge of and ability to implement current information technologies and best practices. Ability to apply sound technical judgment in estimating project size, staffing requirements and duration. Demonstrated ability to write external functional specifications. Ability to assess, develop and manage effective performance teams. Ability to quickly learn Montgomery County Public Schools (MCPS) policies, regulations and practices. Requires excellent technical, process improvement, team-building, and oral and written communications skills. Knowledge of a variety of technology architectures including web-based architectures, client/server and centralized computing models. This position requires the knowledge and application of the six leadership standards that have been established for the Montgomery County Association of Administrative and Principals (MCAAP) Administrative and Supervisory Professional Growth System (A&S PGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor¿s degree in technology or related discipline from an accredited college or university, Master¿s degree preferred. Experience with customer service as well as client/server and centralized computing models. Experience in managing multiple complex systems projects; prior supervisory or leadership experience.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Occasional overtime and attendance at evening meetings.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

In collaboration and cooperation with other departments and offices, provides technology support for schools and offices, both on and off-site.
Meets regularly with the chief technology officer and key staff to plan and coordinate activities of the division.
Oversees conceptual design of mission-critical projects involving customer-service related technology for both schools and offices.
Participates in short- and long-term technology planning to meet MCPS strategic objectives.
Prepares information and makes presentations to the Board of Education, county council, and other public groups as required.
Prepares program mission statements and budgets for the division, and manages the expenditure of budgeted resources.
Meets regularly with customers to solicit feedback on customer needs and on the effectiveness of the division.
Meets regularly with division staff to provide timely communication about the MCPS vision, objectives and strategies.
Oversees the effectiveness and successful completion of work performed by the division in the areas of on-and-off-site support for schools and offices, help desk, and customer-relationship management.
Identifies key results and measurable outcomes to evaluate improved customer services and to determine areas of improvement for the division.
Develops, supervises, and evaluates staff responsible for customer service, help desk services, school technical support, office technical support, and customer-relationship management, delegating responsibility to unit supervisors as appropriate.
Engages in personal development activities to maintain currency with industry-wide best practices.
Works closely with staff in other offices to support the MCPS vision, objectives and strategies.
Performs related work as required.

Class Established: 7/2001
Date(s) Revised: 4/2011
Last Reviewed:

This description may be changed at any time.

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