Client Services Technical Supervisor

Date Posted: 3/27/2026 Location: OKCPS Central Office Client Services Technical Supervisor This position has been classified as Safety Sensitive in accordance with the Oklahoma Medical Marijuana and Patient Protection Act and/or the Department of Transportation (DOT), and Board Policy G-37-R3 Medical Marijuana & Safety Sensitive Positions Regulation. All candidates selected for hire or transferred into a Safety Sensitive position must undergo and pass a pre-employment drug screen before being hired or transferred. Employees holding safety-sensitive positions may be subject to disciplinary action, up to and including termination of employment, if they test positive for marijuanacomponents or metabolites, even if they possess a medical marijuana license. Position Summary The Client Services Technical Supervisor provides daily operational leadership, coordination, and support for the IT Client Services team, including field technicians, bench technicians, and help desk staff. This role emphasizes people leadership, workflow coordination, customer service excellence, and consistent service delivery rather than advanced technical engineering responsibilities. The Supervisor ensures reliable, responsive technical support aligned with district priorities, allowing the Director of Client Services to focus on long-term strategy, innovation, and cross-department initiatives. The position serves as a key liaison between Client Services, engineering teams, and school sites to support effective instructional infrastructure and high-quality user experiences across the district. Great Teaching & Learning (Instructional Infrastructure) Ensures reliable classroom and staff technology support to minimize disruption to teaching and learning. Coordinates Client Services readiness for device deployments, system rollouts, and instructional technology initiatives. Collaborates with Network Services, engineers, and instructional teams to ensure support processes align with classroom needs. Supports equitable and consistent technology service delivery across all campuses and departments. Helps translate instructional priorities into operational support workflows for field and help desk staff. Monitors trends in classroom technology issues and escalates systemic barriers impacting instructional time. Great People (Talent Management) Provides direct supervision, coaching, and mentorship for Client Services technical staff. Conducts regular one-on-one meetings, performance feedback, and professional growth planning. Supports onboarding and training coordination to ensure staff readiness and consistent service practices. Fosters a positive, inclusive team environment focused on accountability, collaboration, and customer service excellence. Aligns staff assignments and schedules to meet service needs while supporting employee development. Helps identify future leaders within the team and supports succession planning efforts. Serves as the operational face of IT Client Services, modeling professionalism, responsiveness, and a service-first mindset. Builds strong relationships with school leaders, staff, and district stakeholders to promote trust in IT support services. Acts as a liaison between Client Services and other IT teams to ensure coordinated service delivery. Leads weekly operational meetings, communicates priorities clearly, and promotes shared accountability within the team. Represents Client Services in cross-functional meetings, projects, and district initiatives as assigned. Supports communication with campuses and departments regarding service updates, outages, or operational changes. Reinforces a culture of continuous improvement, collaboration, and respectful communication. Great Systems (Support & Accountability) Oversees daily service operations, including ticket queue health, workflow coordination, dispatching, and service prioritization. Monitors service metrics, including response time, resolution trends, backlog, and customer satisfaction indicators. Serves as first-line escalation authority during high-impact service disruptions affecting campuses or district operations. Ensures consistent adherence to established processes, documentation standards, and service procedures. Identifies process inefficiencies and partners with leadership to improve service workflows and operational effectiveness. Uses reporting tools (e.g., Incident IQ) to guide workload management and operational decision-making. Supports change management efforts by coordinating operational readiness for new systems and technology initiatives. Supports planning and coordination of departmental projects, including timelines, deliverables, vendors, and procurement activities. Perform other duties as assigned in support of district goals and accountability structures. Minimum Qualifications (Knowledge, Skills and/or Abilities) Associate's degree in Information Technology, Computer Science, Business Administration, or related field Minimum of five (5) years of experience in IT support, help desk, client services, or technical support environment Minimum of two (2) years of leadership, supervisory, or team coordination experience Knowledge of Service (Help) Desk operations, IT Service Management (ITSM), and Information Technology Infrastructure Library (ITIL) practices Demonstrated ability to supervise, coach, and develop technical staff Strong knowledge of IT support operations, help desk workloads, endpoint devices, and classroom technology Ability to foster a positive, collaborative, customer-service-focused team environment Experience conducting performance feedback and professional development planning Ability to monitor service metrics, manage workload, and improve operational efficiency Strong communication, interpersonal, and customer service skills Ability to collaborate effectively with technical and non-technical stakeholders Ability to coordinate technical projects and support system implementations Experience managing vendor relationships and coordinating external support Ability to prioritize and respond to high-impact service disruptions Experience working with Windows-based workstations and related peripherals Knowledge of Mac-based workstations, iOS devices (iPad, iPhone), and wireless/mobile devices Familiarity with Microsoft networking and Exchange environments Knowledge of basic business operations, including budgeting and procurement processes preferred Ability to travel between district sites as needed Ability to lift and move technology equipment and perform duties supporting district-wide technology operations Supervision and leadership skills, including the ability to delegate tasks effectively Excellent oral and written communication skills, including the ability to deliver presentations *Relevant experience may be substituted for formal education at a 2:1 ratio. Therefore for every 1 year of college lacking, 2 years of directly relevant experience may be substituted. Preferred Qualifications (Knowledge, Skills and/or Abilities) Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field Experience coordinating device deployments, rollouts, or large-scale technical initiatives Experience working with K12 technology infrastructure and support Relevant technical certifications such as ITIL Foundation, CompTIA A+, Network+, or similar certifications Physical/Mental Requirements Must have adequate manual dexterity to write legibly and perform required duties on the computer. Must have adequate visual acuity to read, interpret and transcribe written material and other required duties. Requires normal range of hearing and clear speaking abilities to interact appropriately with others in person and on the telephone. Physical agility, able to bend, stoop, sit on the floor, walk, reach and climb stairs. Requires some stooping, bending, stretching and occasional lifting not to exceed 25 pounds. Sitting for prolonged periods of time. May periodically require work outside of normal business hours, including weekends, under sometimes. stressful conditions in order to meet business needs and strict deadlines. Office duties will be performed in a well-lit, climate controlled environment. Reports To: Director of Client Services FSLA Status: Exempt Compensation: Schedule 805 Work Days: 242

FTE: 100

This job description is not intended to be all inclusive. The employee will also perform other reasonably related business duties as assigned by the supervisor or appropriate administrator. Oklahoma City Public Schools reserves the right to, update, revise or change job duties as the need prevails. This document is for communication only and not intended to imply a written or implied contract of employment. The Board of Education and Superintendent may approve alternatives to the listed qualifications. #J-18808-Ljbffr Oklahoma City Public Schools