] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → TECHNICAL FIELD MANAGER, DFNS HELP DESK

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Technical Field Manager, DFNS Help Desk

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Technical Field Manager, DFNS Help Desk CODE: 7741 SQ/OQ: Optimal Qualified
WORKING TITLE: Technical Field Manager, DFNS Help Desk GRADE: 18 MONTHS: 12
SUMMARY DESCRIPTION; PHYSICAL DEMANDS; AND SPECIAL REQUIREMENTS: SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction of the food service IT supervisor and DFNS IT staff, this position, is responsible for troubleshooting and providing technical support for cafeteria managers and satellite managers for issues related to desktop and laptop computers, wired and wireless network connections, printers and barcode scanners, and resolving issues for common error messages. Assists cafeteria managers and parents with resolving cafeteria account issues and processing student refunds and transfers. Assists with training as requested in the areas of managerial skills, regulatory procedures, accountability, computer applications, employee training, scheduling assignments, cafeteria staff supervision, equipment operation, and evaluation of cafeteria staff. These employees may occasionally have immediate responsibility for the management and operation of a school cafeteria. Work involves strict adherence to nutrition, sanitation, and safety standards and economic use of food and supplies as well as expertise in knowledge of IT systems as they relate to cafeteria operations. PHYSICAL DEMANDS: Work in this class requires sustained moderate physical effort, movement of objects weighing 40-60 pounds, operation of commercial food service equipment, continuous standing and extreme variations in temperature. SPECIAL REQUIREMENTS: Completion of the MCPS Food Service Cafeteria Manager Test at score required for a Cafeteria Manager IV. Personal car use required. Ability to work overtime as required. Substitute for cafeteria or satellite manager or cafeteria worker as needed.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE SKILLS ABILITIES: KNOWLEDGE, SKILLS, AND ABILITIES: Ability to work with students, teachers and school leadership staff demonstrating the seven SSPGS core competencies. Demonstrates working knowledge of computer technology principles and proficiency in standard desktop applications. Skilled in use and basic troubleshooting of cafeteria computer equipment, applications and operating systems. Strong communication, training and human relations skills to work cooperatively in close proximity with others under constant deadlines. Ability to effectively communicate to meet the needs of all customers: students, school staff and community. Considerable knowledge of the National School Meals programs, including all federal, state and local guidelines. Thorough knowledge of free and reduced-price meal benefits guidelines and accountability procedures. Knowledge of nutrition and MCPS meal requirements. Working knowledge of management and supervision strategies consistent with Montgomery County Public Schools standards and applicable to the Division of Food and Nutrition Services. Ability to analyze and utilize data to maintain an efficient and cost-effective cafeteria operation. Ability to train cafeteria and satellite managers in the areas of cafeteria management, delegation of duties, leadership, evaluation techniques, computer applications, accountability, culinary skills and fostering professional growth and opportunity for advancement, Hazard Analysis and Critical Control Point (HACCP) guidelines for safe food handling from receiving to service, standard sanitation procedures for care and cleaning of kitchen equipment, ordering and inventory and the proper use of and procedures for IT systems, software, and technology-based. Ability to evaluate the accuracy of reports and the use of established reporting methods. Skill in computer use, data entry and cashiering in food service operations. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: EDUCATION, TRAINING, AND EXPERIENCE: High School or GED diploma required. Professional experience in a technology-related or help desk role, with successful experience in troubleshooting technical issues preferred. Prior experience in a supervisory or management capacity in a school or other institutional food service setting. Experience in the operation of a variety of commercial food service equipment required. Experience in all aspects of cafeteria point-of-sale, production record, and ordering and inventory systems required. Microsoft Office skills desirable. Other combinations of applicable education, training, and experience that provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.CERTIFICATE AND LICENSE REQUIREMENTS: Valid Class C noncommercial driver's license. Sanitation certification required or obtains this certification during the first six months of employment.
OVERTIME ELIGIBLE: Yes

DUTIES AND RESPONSIBILITIES:

EXAMPLES OF DUTIES AND RESPONSIBILITIES: (The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day.)Supports and demonstrates the mission of the Division of Food and Nutrition Services to students, school staff and the community. Provides guidance and support to school-based staff with school operations and technical IT support.Processes refunds, transfers and donation requests received from the DFNS help desk drop box and phone calls Respond to emails from cafeteria manager, satellite manager and parentsProvides technical support to users for wireless network connections, laptops, Google forms and sheets for new accounts, refunds, spending limits, and lost or missing lunch cards.Assists with reimaging computers and laptops, installing printers and other troubleshooting.Oversees and trains summer team to set up and update cafeteria technology and/or devices for the upcoming school year.Reviews and maintains DFNS accountability reviews, cafeteria site review, after school snack reviews, afterschool supper reviews.Receive, review and enter summer program claim paperwork.Receives service calls, assesses and analyzes issues (both technical and account related issues) and provides resolution and guidance to callers.Receives and responds to correspondence received from parents and staff regarding account refunds, transfers, and discrepancies. Participates in ongoing training from the IT support team to maintain and expand technical knowledge and skills.May occasionally provide training for new temporary/part-time (TPT), permanent substitutes and orientation. Training and onboarding may include the following areas: job duties and responsibilities; food safety; call-out process; timesheet procedures; and school processes and how to report to work and transportation support.Receives, validates and retains a variety of operations reviews required by federal, state and local guidelines. Organizes review documentation for audits. Provides remote support and guidance for new managers and cafeteria workers. Supports practices that ensure compliance with the policies and procedures in the Cafeteria Management Handbook. Provides remote support that ensure compliance with HACCP guidelines for safe food handling from receiving to service. Reviews established procedures for food safety, sanitation and care and cleaning of kitchen equipment. Reviews record-keeping procedures. Reviews point-of-sale reports for accuracy and may provide remote training to managers on point-of-sale system updates. Supports and assists managers in completing daily and end-of-month reports. Reviews and corrects records and reports as needed. Assists in establishing system for organizing cafeteria records, as required. Dispatches substitutes to cover school staff vacancies and absences as needed. Performs related duties as required.

This description may be changed at any time.