] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → SUPERVISOR, TECHNICAL HELP DESK AND TECHNOLOGY SERVICE AND SUPPORT

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Supervisor, Technical Help Desk and Technology Service and Support

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Supervisor CODE: 0708 SQ/OQ: Not Applicable
WORKING TITLE: Supervisor, Technical Help Desk and Technology Service and Support GRADE: K MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction of the Director of the Department of Infrastructure and Operations, this position directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS), which include non-school based office IT Systems Specialists (ITSSs). The incumbent provides leadership and supervision for the staff responsible for supporting MCPS employees¿ technical requests, while ensuring the needs of the clients are met. Acts as a liaison with management in the development and maintenance of systems and procedures. Serves as a connection to outside vendors of computer services and systems. Develops and helps prepare user requirements, such as training material, and understanding the needs of MCPS for new systems and applications. Oversees the workings of the Help Desk team, and ITSS, which include employee issues, training, and daily performance. Collaborates with key stakeholders, such as central services staff, school-based staff, as well as business partners to develop and implement technology solutions.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of MCPS operations. Working knowledge of non-school based offices and schools computer-related technology. Demonstrates a wide knowledge of WAN/LAN networking systems. Demonstrates proficiency and familiarity with Windows and Mac operating systems. Demonstrates proficiency and familiarity with various software packages and computer hardware related terminology. Demonstrates proficiency and familiarity with cloud computing applications and terminology. Strong background in working with MCPS clients in schools, and central offices. Possesses the ability to find causes and solutions. Demonstrates ability to be flexible and adaptable. Ability to handle negative stress and to deal with it before it becomes a threat to productivity. Ability to work with senior management and staff. Possesses the skill for improving relations with difficult clients and fulfills their demands with great ease and effectiveness. Demonstrates good analytical and technical skills. Skilled in applying proven interpersonal tactics for anticipating and diffusing negative client response. Demonstrates good written communication skills, including documentation, newsletters and correspondence. Excellent human relations and management skills. Knowledge and application of the six leadership standards that have been established for the Montgomery County Association of Administrators and Principals (MCAAP/MCBOA) Professional Growth System (PGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelors degree from an accredited college or university, in the field of Computer Science or Information Technology degree preferred. Coursework and training should include computer science, information management, business management, financial management, and project management. Documented experience in integrating new technologies, resolving technical problems, managing enterprise-wide technology projects, providing exceptional customer service support, and providing staff leadership is required. Other combinations of applicable education, training and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
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.) Ability to work occasional overtime and when urgent work requirements exist
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Supervises and manages Help Desk personnel and non-school based IT Systems Specialists (ITSSs) assigned to support schools and central services staff.
Manages various technology projects and staff associated with the deployment of technology.
Develops policies, training material, and procedures to provide guidance to schools and offices upgrading hardware and software products.

Assists, guides, and trains Help Desk and non-school based ITSS personnel in their assigned functions.

Cultivates staff in order to build team support.

Assigns work and ensures service level agreements are met.

Assists in selection of staff and formal reviews.

Monitors teams performance ensuring that staff are functioning effectively.

Schedules Help Desk staff for ongoing training with other offices, particularly with new enterprise applications.

Meets with clients on an ongoing basis to get feedback and suggestions for the Help Desk continuous process improvements.

Maintains liaison with all divisions and departments to keep abreast of policy and procedural changes.

Meets with senior management and keeps them informed of Help Desk technological performance and issues.

Reviews user requirements for changes to existing systems or development of new systems.

Represents the Help Desk and TSS on task forces and cross-functional teams.

Maintains liaison with outside vendors.

Analyzes help desk reports, trends, and statistics to evoke modifications to existing systems and determine training needs.

Understands and applies principles of performance evaluation and professional growth for employees.

Performs related work as required.
Class Established: 07/95
Date(s) Revised: 5/07, 7/08, 11/14; 6/2020
Last Reviewed:

This description may be changed at any time.