Senior Director – Customer Support & Experience
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Overview
POSITION TITLE (Oracle title)
SENIOR DIRECTOR
WORKING TITLE
Senior Director-Customer Support and Experience
SCHOOL/DEPARTMENT
Technology Services Division
LOCATION
Crossroads II Cary NC
PAY GRADE
Senior Director Band 1
FLSA STATUS
Exempt
ELIGIBILITY FOR EMPLOYMENT CONTRACT
No
WORK WEEK SCHEDULE
Monday-Friday (occasional evenings and weekends) Position is not available for a Hybrid Telework workweek
POSITION PURPOSE:
Leads the Wake County Public School System (WCPSS) with all devices and classroom technology procurement efforts. Researches identifies and evaluates new and emerging technologies. Works collaboratively with staff in Technology Services Schools Academic Advancement and Data Research and Accountability to ensure alignment with the learning and teaching focus of the district.
MINIMUM QUALIFICATIONS:
- Comprehensive knowledge of Microsoft Office specifically Word Excel and PowerPoint; Google Apps;
- Comprehensive knowledge of a large educational environment and their processes and procedures;
- Critical thinking analytical and problem-solving skills;
- Demonstrated successful leadership and training skills;
- Demonstrated project management skills;
- Demonstrated commitment to achieving goals and plans;
- Excellent planning and organizational skills;
- Strong interpersonal skills;
- Negotiating and influencing skills;
- Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information collaborative efforts and feedback;
- Ability to set strategic directions create tactical plans implement processes evaluate results and continually monitor and adjust;
- Ability to successfully assess strengths and weaknesses of vendor partners;
- Ability to make independent judgments and to implement creative solutions to problems with minimal supervisory oversight;
- Ability to establish and maintain effective working relationships with school system staff vendors contractors external agencies and the community.
EDUCATION TRAINING AND EXPERIENCE
- Bachelors degree in a technical or business field (e.g. computer science engineering accounting business mathematics); AND
- Five years of experience in a management position with responsibility for delivering technology support services.
CERTIFICATION AND LICENSE REQUIREMENTS
None
PREFERRED QUALIFICATIONS:
- Five years of successful experience supporting technology integration at a district level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Facilitates and supports the application integration and development of technology solutions supporting the mission and goals of WCPSS.
- Provides technical leadership in resolving development and implementation issues.
- Management of administrative staff in the areas of inventory management contracts E-Rate help desk other support services that include Central Office desktop support break/fix Chromebooks iPads email and level 1 support of O365 and Google.
- Supervision over call center for help desk and Transportation.
- Supports common design patterns and document best practices that enable consistent technology solutions and ensure conformity of architecture across the district.
- Ensures processes and procedures are established and implemented to manage and support all devices and classroom technology keeping a focus on teaching and learning.
- Oversees the procurement and standardization of classroom technology.
- Participates in long-range strategy and policy development to address all areas of district technology.
- Designs executes and monitors inventory management process; designs and manages inventory management systems meeting facility needs; manages inventory control policies and procedures across the district.
- Audits inventory by coordinating with external and internal teams.
- Oversees the utilization of bond money allocated for devices across the district.
- Evaluates district technology by ensuring sufficiency of device specification and coordinating with school instructional needs.
- Meets federal state and local standards for accounting requirements.
- Performs other related duties as assigned.
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS
Must be able to use a variety of office equipment such as computers scanners and copiers. Must be able to communicate effectively. At times requires the ability to lift carry push pull or otherwise move objects up to ten pounds. The work occasionally requires driving automotive equipment. Due to the amount of time spent standing and/or walking physical requirements are consistent with those for sedentary work.
EFFECTIVE DATE: 12/2025
DISCLAIMER: The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties responsibilities and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.
Required Experience:
Exec
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
