Manager of End User Experience

Manager of End User Experience

Administration

Reports To: Director of Technology

Pay Grade: Supervisor Schedule Grade 7

Schedule: 52-week position

Job Summary: The Manager of End User Experience is responsible for leading a team of support specialists to provide timely professional delivery of end-user technology services to faculty staff and students. The position serves as a champion advisor and liaison for all aspects of end-user support fostering a strong customer service orientation and user-centered focus within the team. The Manager aligns team activities with the departments strategic objectives and business processes to deliver exceptional service to the district. They coordinate key processes including incident and problem management knowledge management service design and performance analysis. The Manager works closely with the Director of Technology and other district leaders to drive cultural and technological transformation promoting a collaborative innovative and inclusive culture within the Technology Department.

• Bachelors degree in IT or a related field; or equivalent specialized training and experience
• Proficiency in developing training materials and applications
• Experience in technical support and group/individual training delivery
• Ability to independently investigate issues collect data and troubleshoot problems
• Strong communication interpersonal and customer service skills
• Commitment to user-centered computing solutions
• Demonstrated leadership and management abilities:
  • Autonomy and collaboration in a team environment
  • Capacity to manage multiple initiatives
  • Effective with minimal oversight
• Excellent organizational skills:
  • Attention to detail and accuracy
  • Manage assignments and meet deadlines
  • Prioritize and schedule work efficiently
• Flexibility to adapt to rapidly changing priorities

Essential Job Functions:

• Oversee day-to-day operations and management of the End User Experience team
• Set goals priorities and ensure staff training and development
• Conduct performance reviews for supervised employees
• Support Director in developing strategic end user computing objectives
• Maintain end user standards and device refresh program

• Manage the complete end user computing environment
• Oversee end-to-end device lifecycle management
• Continuously assess and improve policies procedures and services
• Plan prioritize and manage End User Computing team activities
• Analyze performance identify problems and devise solutions
• Design and monitor request handling and escalation procedures
• Track and analyze service trends generate reports

• Ensure excellent technical support and customer service
• Measure and report on customer satisfaction
• Resolve operational or service issues as needed
• Build collaborative campus partnerships
• Raise awareness of IT services and emerging technologies
• Enhance end user training and development opportunities

• Stay informed of current and future trends in IT service management
• Represent the Technology Department on working groups and committees
• Support Director in gathering information for reports and projects
• Perform other duties as requested

Physical Requirements:

The physical demands described herein are representative of those that the employee must meet to successfully perform the functions of this position. The employee is frequently required to remain in a stationary position for long periods. The employee is also required to move about the building and required to open and close filing cabinets operate office equipment and computers. While performing the duties of this job the employee is required to stand walk sit use hands to finger handle or feel reach with hands and arms climb or balance stoop kneel crouch or crawl talk hear (in a quiet or noisy environment). The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision distance vision and ability to adjust/focus. The employee may travel to remote locations including other district buildings. The employee spends a majority of their time communicating with staff and administrators and must be able to exchange and record accurate information in these situations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Environment:

The work environment characteristics described herein are representative of those an employee encounters while performing the functions of this position. The noise level in the work environment is consistent with an office environment and is usually quiet but frequently busy. This position is frequently required to interact with staff and with the public which requires courtesy and discretion. A professional appearance and telephone manner is essential. The successful candidate will be able to multi-task and make independent decisions using sound judgment.

Mental Functions:
While performing the duties of this job the employee is required to compare analyze communicate both orally and in writing copy coordinate instruct compute synthesize evaluate use interpersonal skills compile and negotiate.

Benefits & Evaluation:
In accordance with the Supervisor Agreement.

Terms of Employment:

The employee will remain free of any alcohol or drugs throughout his/her employment with the district as outlined in Board Policy #4210.

The Forest Hills Public SchoolDistrictdoes not discriminate on the basis of race color national origin religion age sex (including pregnancy gender identity or sexual orientation) marital status disability genetic information or any other legally prohibited basis in its employment decisions or the provision of services.

Required Experience:

Manager