Coordinator, Technology Support

Summary

The Technology Support Coordinator plays a mission-critical leadership role in the Strategy and Technology Division, ensuring that technology services proactively empower learning, safety, and operational excellence across the district. This leader oversees a team of Technology Support Specialists and other personnel to deliver timely, high-quality support that enables each student, teacher, and staff member to thrive. With a focus on partnership, this position supports teachers, staff, and administrators as valued teammates, while keeping students and families—the district’s ultimate customers—at the center of every decision and action. Through data-informed operations, service design, and relationship-building, the coordinator fosters a responsive, respectful, and reliable support culture that strengthens the district’s strategic mission.

Essential Duties

Leadership and Supervision:
Provides leadership and day-to-day oversight of Technology Support Specialists and other assigned personnel, including those supporting help desk operations, field support, logistics, and device repair
Sets clear performance expectations, conduct formal evaluations, and support professional growth aligned with division and district priorities
Collaborates with Strategy and Technology leadership on strategic planning, staffing models, and the alignment of services to school needs
Builds a culture of ownership, professionalism, and continuous improvement across all assigned teams, with a shared focus on enabling student learning and supporting families
Establishes and monitor SMART goals and key performance indicators (KPIs) that reflect service quality, responsiveness, and teammate satisfaction
Contributes to districtwide planning and execution for initiatives such as device rollouts, testing support, inventory refreshes, new school openings, and special projects
Service Operations Management:
Oversees daily service operations within the assigned functional area
Monitors ticket queues, work orders, and other service channels to ensure timely, effective, and equitable support for all schools and departments
Implements and maintain support documentation, troubleshooting guides, SOPs, and knowledge base articles to enable consistent service delivery
Leads structured analysis and escalation processes to identify root causes and resolve recurring issues at the systems level
Analyzes service trends, identify performance gaps, and recommend improvements to workflows, tools, and staffing plans
Ensures all support practices align with cybersecurity protocols, device accountability procedures, and technology asset management standards
Teammate Experience and Communication:
Treats all district employees as teammates by fostering strong, respectful relationships grounded in trust, collaboration, and service
Serves as a liaison between support teams and schools, departments, or other district offices to ensure clear, timely communication and responsive issue resolution
Coordinates field visits, onsite rotations, and project-based support deployments to ensure consistent and visible service at every school and location
Leads communication efforts during system changes, device rollouts, or service disruptions, ensuring teammates receive timely, accurate information
Collects and use feedback from school and district teams to improve documentation, training, and user-facing support practices
Leads service recovery efforts with professionalism, transparency, and a commitment to follow-through
Mission-Driven Service:
Centers all technology support operations around the district’s mission to create safe, supportive, and effective learning environments for every student
Recognizes that students and parents are the district’s customers, and ensure services are designed to meet their needs with clarity, care, and reliability
Reinforces with all assigned staff the importance of their role in supporting student success through excellent service and communication
Promotes a service culture where technology support is seen as a critical enabler of instruction, operations, and family engagement
Maintains effective relationships with internal departments and schools to support district strategy and technology initiatives  
Stays abreast of developments in technology trends, industry standards, and best practices to ensure the efficient delivery of technology services
Represents the district in meetings, workshops, and conferences as appropriate
Performs other duties as assigned by the Director of IT Support or appropriate administrator

Required Education

Certification/Licensure

Experience Qualifications

Minimum 5 years in technology related role with a minimum 2 of those years in a lead/supervisory role in service support and computing support call team 

• Leadership experience in IT support operations, ideally within a public sector or K–12 educational context
• Demonstrated success in team management, service optimization, and user experience improvement

Knowledge/Skills/Abilities

Working Conditions

Physical Demands