Assistant Director - Technology Operations

Administration - District Office - Technology

Job Number

Start Date

Open Date 06/05/2025

Closing Date

ROLE AND PURPOSE: Oversees and manages all aspects of the Technology Operations department and its associated duties and responsibilities including the oversight and management of the departmental managers. The purpose of the Assistant Director of Technology Operations is to provide leadership, management, oversight, and uniform guidance with regard to the Technology Services and Support team, Asset Management team, and Applications and Systems team, and the Client Services and Solutions team to ensure department operations and goals and SLA's are being successfully met. This position also needs to include the ongoing planning, implementation, and maintenance of the district's technology purchases, installation, inventory control, and help desk operations.

QUALIFICATIONS:

Education/Certification:

• High School diploma or GED (required)
• Bachelor's degree from an accredited institution (required)
• Degree in Information Technology, Computer Science or a related field (preferred)
• Eight (8) years of Technology work experience in a management role may substitute in lieu of bachelor's degree.
• A combination of ITIL Foundation or HDI Team Lead certification and four (4) years of IT management experience may substitute in lieu of a bachelor's degree

Special Knowledge/Skills:

• Ability to lead and work well with others
• Exceptional organizational, communication and interpersonal skills
• Exceptional customer service skills
• Working knowledge of computer hardware, peripherals, network and ability to troubleshoot these devices
• Experience with SaaS, including Microsoft Office 365 and Google GSuite
• Experience with tablets, iPads, projectors and Chromebooks
• Experience with computer networks
• Use various types of software programs efficiently and effectively in fulfilling objectives
• Problem-solving abilities
• Willingness to work with children, school personnel and community
• Self-motivated/directed
• Good communication and interpersonal skills
• Knowledge of installation, troubleshooting, and repair of computer related equipment and peripherals
• Proficient with ServiceNow management platform (or similar help ticketing system)
• Superior oral and written communication skills
• Detail oriented
• Solution-oriented with strong problem-solving skills
• Ability to perform strategic and long-range planning

General:

• Must exhibit a personality that demonstrates interpersonal skills to relate well with students, staff, administration, parents, and the community
• Be able to communicate effectively with all stakeholders, both orally and in writing, including principles of English and grammar usage
• Be able to work interactively with customers, staff, and vendors
• Display ethical and professional behavior while working with district personnel, students, parents, and outside agencies associated with the district
• Model behavior that aligns with organizational culture and climate expectations
• Demonstrate a positive attitude and the ability to work as a member of a team
• Self-motivated and works effectively under minimal supervision
• Be able to articulate technical issues in a concise manner
• Exercises discretion regarding matters of sensitive or confidential nature
• Exercises proper judgement and creativity in making decisions
• Demonstrate the ability to manage multiple tasks and work with all levels of technical ability
• Demonstrate the ability to read and interpret data

MAJOR RESPONSIBILITIES AND DUTIES:

Supervisory Duties:

• Provide leadership and management surrounding technology support issues, tasks, projects, and procedures
• Oversee the work and operations of the Technology Service and Support team members to ensure efficiency and gauge quality of work
• Partner with Technology leadership to align departmental goals and objectives with district strategic direction
• Monitor department help tickets to ensure staff is providing thorough documentation, frequent updates, quality customer service, and timely resolution.
• Support and coordinate work with Technology Service and Support team members as well as vendors & contracted service providers to ensure successful completion of assigned tickets
• Plan and conduct performance appraisals of team members
• Assist with the hiring process for technology staff as needed
• Develop and implement new hire induction procedures for new staff members to ensure successful onboarding
• Evaluate and appraise technology staff based on established performance criteria
• Assist with the development and implementation of department Standard Operating Procedures (SOP's)
• Plan and implement training and staff development for Technology Service and Support team members regarding hardware support
• Assist in defining relevant KPI's for the Technology division

Primary Duties:

• Work with students, teachers, administrators and all stakeholders to make sure students have a successful learning outcome when using technology
• Collaborate with systems and development staff to collect and interpret technical information
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Evaluate and recommend new technologies, methods, systems, and procedures that help ensure efficient and effective operations
• Provide various reports, statistics and operational information upon request to the Technology senior leadership
• Establish an organizational climate to provide the components of high-quality customer service: courtesy, caring, flexibility, and timely problem resolution
• Implement metrics which measure customer response and results from IT support staff
• Recommend the disposal and replacement of obsolete equipment when necessary
• Develop and provide staff training as needed on the use of district technology initiatives
• Continually work with leadership throughout the district to understand challenges and identify opportunities for improving service levels and efficiencies through the effective use of technology
• Report to Technology senior leadership to provide support and recommendations for identified issues, projects, and initiatives
• Continually look for ways to improve processes and procedures that result in increased efficiency
• Provide long-term cost reductions and process improvements through strategies to optimize the use of technology in the district
• Establish performance standards and measurement for the purpose of ensuring quality control of all technology processes and services
• Promote a positive working environment among subordinates and between departments

Additional Duties:

• Participate in department & district planning to ensure the effective use of all technologies being implemented in the school district
• Work with other AISD departments and campus personnel to resolve technology related issues
• Perform knowledge transfer sessions with team members as needed
• Participate in appropriate training, in-service and workshop programs, and attend any required meetings
• Promote and maintain open and effective communication, and maintain positive morale among department, district, and campus employees
• Protect confidentiality of records and information gained as part of exercising professional duties and use discretion when sharing any such information within legal confines
• Ensure department staff members are cross trained in hardware and software support in order to ensure department operations run efficiently during absence and/or leave
• Create and maintain support documentation within the virtual knowledge base concerning hardware support that aligns with the goals of the department and district
• Occasionally work prolonged and/or irregular hours, with little to no advance notice, in order to ensure/restore department and/or district operations
• Visit campuses and administrative facilities as needed
• Perform other job-related duties as assigned

Occasionally (0-33% of day, 0-32 repetitions)

Frequently (34-66% of day, 33-200 repetitions)

Constantly (67-100% of day, >200+ repetitions)

WORKING/ENVIRONMENTAL CONDITIONS:

Mental Demands:

• Ability to communicate effectively (verbal and written); interprets policy, procedures and data; coordinates district functions; maintains emotional control under stress
• Ability to use leadership skills to provide direction and conflict resolution

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit; lift, stand, bend, use hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal. The employee is occasionally required to stand and stoop, kneel, or crouch. The employee must maintain emotional control under stress. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision. The employee must have suitable and reliable transportation allowing them to travel to and from schools and other district locations. The employee must have the ability to climb ladders and use lifting equipment. The work environment is a standard office setting including standard office equipment (fax, copier, phone, computer, 10-key, etc.). The noise level in the work environment is usually low to moderate.

Duty Days 243

Additional Job Information
The start date for this position is 9/2/25.

Pay Grade Technology 6