Customer Service Technology Supervisor

Overview

The Customer Service Technology Supervisor oversees the technical support staff and student volunteers responsible for providing technology assistance across Shelton School District to students, staff, and families in the operation as well as the maintenance and support of devices, apps/software, and peripherals. 

Requirements

• High School Diploma or equivalent.
• Associate degree or higher in a technology related field and at least three years’ experience working a technology related position OR at least five years’ experience working in a technology related position.
• Successful experience providing customer service to end users.
• Ability to develop and maintain positive, professional relationships with staff, students, and vendors.
• Possession of a growth mindset and the willingness and desire to grow professionally and personally.
• Ability to maintain a positive attitude.
• Ability to maintain confidentiality and tact in all aspects of employment.
• Ability to perform all the essential functions of the position with or without reasonable accommodations.

Preferred (Not Required)

• Work experience in a public education school district.

Essential Functions

• Manages the ticketing system to ensure that issues and resolutions are kept current.
• Manages the workload of technical support and student help desk staff.
• Reviews service reports from the online ticket system.
• Maintains an up-to-date inventory of all district-owned devices and apps.
• Keeps tracks of license management for devices and apps that are distributed to users and ensures compliance with licenses.
• Works with student help desk volunteers to replace and track lost or broken devices.
• Manages over 4,000 user devices throughout the district.
• Oversees equipment lifecycle including ordering, configuring, onboards and manages devices, and installs and deploys apps using mobile device management system.
• Organizes and executes new user devices, including check-in and check-out.
• Receives requests for apps from teachers, assigns apps to students; ensures the device is connected to the Wi-Fi network.
• Oversees technology orientation for the new teachers, administrators, and staff members.
• Creates FAQs, tutorials, and documentation for end users.
• Mentors and supervise technical support staff.
• Assists in the development of job descriptions.
• Conducts annual performance reviews of direct reports.
• Fosters collaborations, cohesiveness, sharing of information, communication, high service levels, teamwork, and cross training.
• Provides backup support to Systems and Applications Specialist, Network Administrator, and Technical Support Staff.
• Provides users with consistent high quality, reliable, and friendly customer service.
• Attends meetings and professional development as appropriate or directed.
• Performs other duties as assigned.

FLSA Status: Exempt

Reports to: Director of Technology

Schedule: 260 days per school year, M-F, 7:30-4:30 (flexibility required for emergencies or other scheduled needs).

Salary: $98,973-$111,395 annually, depending on experience.

Benefits: 12 sick leave days; 15-25 vacation days; 12 paid holidays; health insurance through the School Employees’ Benefit Board including medical, dental, vision, life, and long-term disability insurance for employee and dependents, State retirement through the Department of Retirement Systems.