Director of Technology Support

Director of Technology Support

The Director of Technology Support provides strategic leadership and day-to-day management of technology support operations for Keller ISD. This position oversees Help Desk, Field Services, and Asset Management functions, ensuring reliable, responsive, and student-centered technology support across all K-12 campuses and district facilities. The Director partners with campus administrators, instructional technology staff, and District leadership to align support services with the instructional goals and operational needs of a dynamic K-12 learning environment. This job reports to the Chief Technology Officer (CTO).

The essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties and responsibilities noted herein, however, this list represents examples only, and is not a comprehensive listing of all functions and tasks performed by positions found in this job description.

• Model KISD core organizational beliefs and values; perform duties effectively and efficiently for the purpose of supporting and contributing to high student achievement.
• Provide program support and service delivery; communicate effectively within and across teams, and participate in cross-functional work groups.
• Maintain a commitment to the District mission; model District expectations through personal leadership and actively support the efforts of others to achieve District goals.

Major Responsibilities and Duties

Leadership and Team Management

• Lead, supervise, and develop Help Desk, Field Services, and Asset Inventory/Deployment personnel, fostering a high-performance, student-focused support culture.
• Set clear performance expectations, conduct regular evaluations, and implement professional development plans aligned to individual and departmental goals.
• Perform personnel functions including recruiting, interviewing, onboarding, and, when necessary, disciplinary and recommend termination processes to maintain a skilled and motivated team.
• Manage workflow, scheduling, and staffing coverage across all support areas to ensure consistent and equitable service to all K-12 campuses.

Help Desk and Field Services Operations

• Oversee the design, configuration, maintenance, and continuous improvement of the District's Help Desk ticketing system to optimize support workflows and reporting.
• Establish and enforce service level agreements (SLAs) and escalation procedures to ensure timely, accurate resolution of technology issues.
• Develop daily, weekly, and monthly productivity and performance reports for Help Desk and Field Services, presenting key metrics to the CTO.
• Proactively visit campuses and engage with building staff to gather feedback, address recurring issues, and strengthen relationships between Technology and instructional teams.
• Effectively escalate complex work orders, coordinating with infrastructure, networking, and application teams to ensure consistent resolution throughout the Technology Department.

Educational Technology and Instructional Support

• Collaborate with Instructional Technology staff to ensure support operations are aligned with current and emerging ed-tech initiatives, including 1:1 device programs, LMS platforms, and classroom technology deployments.
• Support the integration and maintenance of K-12 educational platforms (e.g., Google Workspace for Education, Microsoft 365, Canvas, classroom AV systems) and coordinate troubleshooting resources for campus instructional staff.
• Partner with curriculum and instructional coaches to understand technology needs tied to academic programs and provide proactive support during high-stakes instructional periods (state testing, end-of-year transitions, new program rollouts).
• Ensure help desk staff are trained in the unique technology needs of K-12 environments, including student data privacy (FERPA (Family Educational Rights and Privacy Act), COPPA (Children's Online Privacy Protection Act)), instructional tools, and campus-level workflows.

Asset Management and Deployment

• Ensure asset inventory systems are accurate, auditable, and compliant with district policies, including tracking of student devices, staff equipment, and campus peripherals.
• Oversee zero-touch device deployment processes, ensuring efficient provisioning and distribution of technology assets across all K-12 campuses.
• Plan and coordinate seasonal technology refresh cycles, including back-to-school deployments, summer maintenance windows, and end-of-life device management.

Documentation, Policy, and Compliance

• Maintain and regularly update knowledge base articles, support procedures, and training resources for Technology Support Staff and end users.
• Prepare complex planning documents, budget requests, analyses, and recommendations for the CTO in support of technology support operations.
• Monitor compliance with District policies, procedures, and applicable federal, state, and local regulations, including those specific to K-12 student data privacy and acceptable use.
• Provide structured customer feedback and trend analysis to appropriate internal teams to inform technology purchasing, training, and process improvement decisions.

Qualifications

Education/Certification:

• Bachelor's Degree in IT or a related field of study with a network engineering focus or equivalent education and job experience

Experience:

• Seven (7) to ten (10) years of IT and networking experience
• Five (5) to seven (7) years of supervisory or management experience that includes experience developing staff training plans, establishing goals for team members, making hiring/termination and other staffing decisions, and managing projects.

Special Knowledge/Skills/Abilities:

• Deep understanding of technology support in a K-12 context, including the diverse needs of students, teachers, campus administrators, and support staff.
• Ability to review and approve testing and implementation plans for proposed technology solutions at scale.
• Ability to troubleshoot complex issues affecting networks, systems, applications, and instructional technology tools.
• Strong cross-functional communication skills; able to translate complex technical concepts for non-technical audiences including principals, teachers, and district leadership.
• Knowledge of and experience with IT Service Management (ITSM) methodologies, including ITIL frameworks.
• Knowledge of Project Management methodologies with demonstrated ability to lead concurrent projects.
• Ability to exercise sound judgment and make sound decisions in high-pressure, time-sensitive situations.
• Knowledge of and ability to interpret and apply district policies, procedures, and applicable federal, state, and local laws and regulations.
• Ability to monitor team performance and ensure compliance with district policies, procedures, and applicable laws.
• Ability to develop and implement policies, procedures, goals, and objectives that support district-wide technology initiatives.
• Ability to evaluate processes and systems of varying complexity and develop data-driven improvements.
• Knowledge of information security principles and ability to evaluate systems against security requirements relevant to a K-12 environment.
• Strong interpersonal skills with the ability to establish and maintain effective working relationships with campus administrators, instructional staff, parents, and vendor partners.
• Ability to negotiate, mediate conflict, and build consensus across diverse stakeholder groups.

Supervisory Responsibilities:

• Assigned Staff

Mental/Physical Demands and Environmental Factors:

Tools/Equipment Used:

• Standard office equipment including personal computer and peripherals
• Network equipment
• Computer systems

Posture:

• Prolonged sitting and standing; bending/stooping, pushing/pulling, and twisting

Motion:

• Repetitive hand motions, frequent keyboarding and use of mouse; occasional reaching

Lifting:

• Occasional lifting and carrying 50 to 80 pounds

Environment:

• May work prolonged or irregular hours; occasional districtwide and statewide travel
• Regular exposure to noise and computer monitors
• Work to be completed on-site from assigned school or building
• Remote work available when not required on-site and approved by department supervisor

Mental Demands:

• Work with frequent interruptions; maintain emotional control under stress;