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Davenport Community Schools IT Service Delivery Manager in Davenport, Iowa

IT Service Delivery Manager JobID: 11454

  • Position Type:

    Other/ Tech Support

  • Date Posted:

    11/4/2024

  • Location:

    Administrative Service Center - ASC

      

The Davenport Community School District is an EEO/AA employer.

Applications will be accepted from:

All current district employees and external applicants may apply online by completing the external application.

Duties & Responsibilities

  • Works with team members including IT Technicians, Network Administrators, as well as external vendors and/or service providers.

  • Provides day to day operational oversight, information dissemination, question and issue resolution.

  • Supports the day-to-day and long-term support of technology usage and integration of technology within the district.

  • Manages resources and engages with staff in a way that supports high performance.

  • Provides technical direction to the Field Technicians and Help Desk personnel assisting in problem resolution.

  • Serves as the point of escalation for challenging and unresolved problems and or incidents.

  • Promotes a culture of continuous improvement and customer service excellence.

  • Establishes processes and procedures designed to ensure consistent quality service performance and customer satisfaction.

  • Provides an effective level of management in communicating processes to customers and supports them in the effective delivery of instruction.

  • Ensures IT operating systems, hardware and software comply with life cycle replacement schedules.

  • Ensures compliance with software licensing agreements by maintaining an accurate and up-to-date tracking of software purchases, license keys and installations.

  • Installs and tests software as needed and assists in the training associated with the software.

  • Works on all technology equipment in the district (computers, Chromebooks, interactive displays, projectors, etc.).

  • Assists with software applications (troubleshooting, website access, software access) to resolve problems.

  • Provides technical help in person and over the phone.

  • Creates documentation of processes, issues and resolution.

  • Accountable for metric/performance reporting.

  • Recruits, develops and retains Help Desk and Technician staff

  • Manages and completes projects assigned.

  • Performs other duties as assigned.

Physical Requirements

  • Sitting, standing, lifting and carrying (up to 50 pounds), reaching, squatting, climbing stairs, kneeling, moving equipment/boxes up to 50 pounds.

  • Ability to sit for extended periods of time.

  • Good attendance and punctuality are required.

Work Environment

  • Ability to work within various degrees of noise and temperatures.

  • Flexibility and patience are required.

  • Fast paced environment with constant contact with staff.

  • Must be self motivated and able to complete work without direct supervision.

Minimum Requirements

  • Five (5) years of experience in a technology environment required.

  • Experience with IT operations, service desk, deskside, IT asset management and workstation management environments required.

  • Experience analyzing and prioritizing technology related work.

  • Experience with troubleshooting IT related issues and critical thinking.

Desired Requirements

  • Experience communicating effectively and has outstanding interpersonal skills.

  • Detail oriented with the ability to manage multiple issues simultaneously, with exceptional follow through.

  • Experience with presenting and training staff and customers.

  • Ability to learn new technologies, tools and equipment quickly.

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