Position Title: Program Supervisor – IT Manager
Location: 1425 East Warren Avenue, Detroit, MI 48207
Salary Range: $71,324 - $88,346
Reports to: Senior Director of Field Services and Asset Management
Bargaining Unit: OSAS
Benefits Eligible: Yes
In accordance with the Agreement between Organization of School Administrators and Supervisors (OSAS) and the Board of Education of the School District of the City of Detroit, the following vacancy is announced.
This position is funded through Federal COVID Relief funding. The position will expire on June 30, 2022 and is not guaranteed to be funded beyond that date.
As a significant member of the Technology Division’s Field Services & Asset Management team, the Program Supervisor, IT Manager serves as the liaison between school and senior leadership and teams across technology to resolve escalated issues, provide technology consultation and coordinate special projects. The Program Supervisor, IT Manager role is responsible for managing a cohort of Field Service Specialists to provide direct technology support to all District staff, students, and families. This includes coordination of cohort activities, ensuring appropriate staff and resource allocation for team, managing team projects, developing communications for varied audiences and performance management for the team.
- Bachelor’s degree with a focus in an information technology field (e.g., Information Systems, Information Sciences, Computer Science) preferred.
- Minimum of five (5) years of technical support experience required.
- Minimum of five (5) years managing technology professionals, including coaching, training, and performance management.
- Must demonstrate proficiency with Microsoft 365 products such as Word, Excel, Outlook, Teams, and SharePoint. Proven experience managing projects required, including coordination of resources and communication to stakeholders.
- Evidence of strong, effective verbal and written communication skills with the ability to convey technical information to a non-technical audience.
- Strong analytical, problem-solving and decision-making skills.
- Ability to work well under pressure, meet deadlines and prioritize requests with professionalism and empathy.
- Ability to adapt to changes quickly, proposing and implementing thoughtful solutions to problems.
- Self-motivated with the ability to work in a fast-moving environment.
- Ability to perform physical tasks such as lifting and moving up to 50 pounds without assistance.
- Must own reliable transportation to travel to District locations as necessary during the workday.
- Serve as a primary technical contact for school and senior leadership for building level technology management, escalation support, special projects, and consultation services. This includes meeting regularly with assigned cohort of school leaders to discuss technology matters for their building.
- Oversee and manage the daily activities of the assigned cohort of Field Service Specialists and contracted staff to ensure timely and effective service delivery to stakeholders. This includes scheduling and prioritizing team workload, providing direction and guidance on best practices, developing and communicating process and procedures for quality assurance, and leading cohort or team meetings.
- Manage staff performance through individual 1:1 check-in, coaching and development opportunities, creating development plans for growth and advancement, evaluating staff performance, and addressing staff concerns timely.
- Act as an escalation point for stakeholders on technical issues, and concerns with customer service to ensure team alignment with District Customer Service Standards. This includes follow up and responses to constituents as required.
- Provide hands-on technical support in the field for major deployment projects or during peak times for the team. Must be flexible for evenings and weekends.
- Develop and implement communication strategies for internal and external stakeholders to ensure timely communication with appropriate audiences on upcoming projects, process updates or technology alert notifications using the District hub.
- Actively monitor the District’s IT Service Management platform to assess team performance toward service goals, prioritize incident management, providing coaching and support to team and report to leadership.
- Actively monitor the District’s CMDB to ensure adequate maintenance of the master inventory, including coordination of annual physical audits and providing building/department level asset reports.
- Plan and manage projects/tasks to timely completion. Includes actively participating and collaborating with other teams to advance projects, team’s work, and/or resolve incidents.
- Assist with developing training plans, and leading professional development for Field Services & Asset Management team.
- Assist with designing systems, policies, and procedures to streamline core departmental functions, improve the customer experience, and minimize duplication of efforts and redundancy.
- Perform duties in alignment with established policies, and procedures, as well as serving as an agent to inform others of new policies, procedures, and change management.
- Demonstrate professionalism, courtesy and empathy through customer service while working with all stakeholders; exemplify and model the core values of the District in all interactions.
- Perform other duties as assigned by supervisor.
If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.
In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.
Method of Application:
Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.
Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.
Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.
DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org/compliance.