Senior Director – Customer Support & Experience

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    "title": "Senior Director – Customer Support & Experience",
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    "datePosted": "2025-12-05T05:00:00.000Z",
    "description": "<h2>Overview</h2>\n<h1>POSITION TITLE (Oracle title)</h1>\n<p>SENIOR DIRECTOR</p>\n<p> </p>\n<h1>WORKING TITLE</h1>\n<p>Senior Director-Customer Support and Experience</p>\n<p> </p>\n<h1>SCHOOL/DEPARTMENT</h1>\n<p>Technology Services Division</p>\n<p> </p>\n<h1>LOCATION</h1>\n<p>Crossroads II, Cary, NC</p>\n<p> </p>\n<h1>PAY GRADE</h1>\n<p>Senior Director Band 1</p>\n<p> </p>\n<h1>FLSA STATUS</h1>\n<p>Exempt</p>\n<p> </p>\n<h1>ELIGIBILITY FOR EMPLOYMENT CONTRACT</h1>\n<p>No</p>\n<p> </p>\n<h1>WORK WEEK SCHEDULE</h1>\n<p>Monday-Friday (occasional evenings and weekends) <em>Position is not available for a Hybrid Telework workweek</em></p>\n<h1>POSITION PURPOSE:</h1>\n<p>Leads the Wake County Public School System (WCPSS) with all devices and classroom technology procurement efforts. Researches, identifies, and evaluates new and emerging technologies. Works collaboratively with staff in Technology Services, Schools, Academic Advancement, and Data, Research, and Accountability to ensure alignment with the learning and teaching focus of the district.</p>\n<p> </p>\n<h1>MINIMUM QUALIFICATIONS:</h1>\n<h2> </h2>\n<ul>\n <li>Comprehensive knowledge of Microsoft Office, specifically Word, Excel, and PowerPoint; Google Apps;</li>\n <li>Comprehensive knowledge of a large educational environment and their processes and procedures;</li>\n <li>Critical thinking, analytical, and problem-solving skills;</li>\n <li>Demonstrated successful leadership and training skills;</li>\n <li>Demonstrated project management skills;</li>\n <li>Demonstrated commitment to achieving goals and plans;</li>\n <li>Excellent planning and organizational skills;</li>\n <li>Strong interpersonal skills;</li>\n <li>Negotiating and influencing skills;</li>\n <li>Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;</li>\n <li>Ability to set strategic directions, create tactical plans, implement processes, evaluate results, and continually monitor and adjust;</li>\n <li>Ability to successfully assess strengths and weaknesses of vendor partners;</li>\n <li>Ability to make independent judgments and to implement creative solutions to problems with minimal supervisory oversight;</li>\n <li>Ability to establish and maintain effective working relationships with school system staff, vendors, contractors, external agencies, and the community.</li>\n</ul>\n<p> </p>\n<h2>EDUCATION, TRAINING, AND EXPERIENCE</h2>\n<ul>\n <li>Bachelor’s degree in a technical or business field (e.g., computer science, engineering, accounting, business, mathematics); <strong>AND</strong></li>\n <li>Five years of experience in a management position with responsibility for delivering technology support services.</li>\n</ul>\n<p> </p>\n<h2>CERTIFICATION AND LICENSE REQUIREMENTS</h2>\n<p>None</p>\n<p> </p>\n<h1>PREFERRED QUALIFICATIONS:</h1>\n<ul>\n <li>Five years of successful experience supporting technology integration at a district level.</li>\n</ul>\n<p> </p>\n<h1>ESSENTIAL DUTIES AND RESPONSIBILITIES:</h1>\n<li>Facilitates and supports the application, integration, and development of technology solutions supporting the mission and goals of WCPSS.</li>\n<li>Provides technical leadership in resolving development and implementation issues.</li>\n<li>Management of administrative staff in the areas of inventory management, contracts, E-Rate, help desk, other support services that include Central Office desktop support, break/fix, Chromebooks, iPads, email, and level 1 support of O365 and Google.</li>\n<li>Supervision over call center for help desk and Transportation.</li>\n<li>Supports common design patterns and document best practices that enable consistent technology solutions and ensure conformity of architecture across the district.</li>\n<li>Ensures processes and procedures are established and implemented to manage and support all devices and classroom technology keeping a focus on teaching and learning.</li>\n<li>Oversees the procurement and standardization of classroom technology.</li>\n<li>Participates in long-range strategy and policy development to address all areas of district technology.</li>\n<li>Designs, executes, and monitors inventory management process; designs and manages inventory management systems meeting facility needs; manages inventory control policies and procedures across the district.</li>\n<li>Audits inventory by coordinating with external and internal teams.</li>\n<li>Oversees the utilization of bond money allocated for devices across the district.</li>\n<li>Evaluates district technology by ensuring sufficiency of device specification and coordinating with school instructional needs.</li>\n<li>Meets federal, state, and local standards for accounting requirements.</li>\n<li>Performs other related duties, as assigned.</li>\n<h1>WORK ENVIRONMENT/PHYSICAL REQUIREMENTS</h1>\n<p>Must be able to use a variety of office equipment such as computers, scanners, and copiers. Must be able to communicate effectively. At times requires the ability to lift, carry, push, pull or otherwise move objects up to ten pounds. The work occasionally requires driving automotive equipment. Due to the amount of time spent standing and/or walking, physical requirements are consistent with those for sedentary work.</p>\n<p><strong><u>EFFECTIVE DATE:</u></strong><strong> </strong>12/2025</p>\n<p><strong>DISCLAIMER: </strong><em>The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.</em></p>",
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