Supervisor, IT User Experience - INTERNAL ONLY

BCPS • Towson, MD

1d

About The Position

Supervises the technical teams for audio/visual support, emerging technology, and device management. This includes technical support of computers, printers, software, networks, and related technology for schools and offices throughout the county. Assigns, schedules, reviews, and coordinates the work of a team of analysts and technicians. Provides advice, consultation, and assistance to schools and offices regarding technology matters. Performs other duties as assigned.

Requirements

• Possession of an associate’s degree.
• Five years of experience in technical support of personal computers, operating systems, and software.
• Ability to supervise and motivate a team of IT Technicians.
• Ability to plan, coordinate, and review assignments.
• Ability to work with management to research and resolve technology issues.
• Ability to adapt to changes in the field.
• Knowledge of the principles and practices of providing technical support to a large, diverse computer network and its users.
• Knowledge of personal computers, printers, network hardware, software, and operating systems.
• Knowledge of Microsoft applications and operating systems.
• Knowledge of the principles and practices of local and wide-area network administration.
• Skill in communicating effectively.
• Skill in providing customer service and resolving customer service issues.
• Skill in collaborating with clients.
• Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
• Skill in providing training to staff and clients.
• Skill in establishing and maintaining effective working relationships.
• Skill in drafting documentation, reports, correspondence, and other written documents.
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment.
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components.
• Skill in organization and time management.
• Skill in providing technical assistance, guidance, and training.
• Skill in effectively prioritizing assignments and tasks.
• Possession of a valid class C Maryland driver's license or an equivalent is required.
• Citizenship, residency or work VISA in United States required

Nice To Haves

• Supervisory experience in the field of technology is preferred.

Responsibilities

• Provide day‑to‑day supervision, coaching, and performance management for analysts and technicians.
• Set priorities, assign work, and ensure timely completion of tasks and projects.
• Reviews and oversees work to ensure that service is provided in an efficient, timely, and quality manner and in compliance with established standards.
• Reviews and analyzes operational procedures and practices.
• Direct the creation of user‑focused training materials, knowledge‑base articles, and technical documentation. Ensure content is accurate, accessible, and aligned with district standards.
• Oversee research, testing, and recommendations for emerging technologies that may enhance district operations or classroom experiences. Coordinate pilot programs and document findings.
• Ensure consistent maintenance, troubleshooting, and lifecycle planning for audiovisual equipment in schools and offices. Develop standards for installation, configuration, and support.
• Evaluate employee performance and participates in performance appraisals.
• Provide technical guidance, assistance, and training to staff.
• Travel to school and office sites to monitor and investigate projects.
• Provide problem diagnosis and resolution for difficult and complex hardware, software, and network-related issues.
• Make computer software recommendations.
• Analyze system-wide technology needs and requests.
• Collaborate with school administrators, faculty, staff, and others to resolve customer service and technology issues.
• Provide advice, guidance, and training to school and office-based administrators and staff regarding technology issues.
• Provide analysis and advice on technology purchases.
• Coordinate with vendors in the acquisition and installation of computer products.
• Install, configure, and maintain operating systems, networking, device drivers, security patches, database connectors, web services, and printing services.
• Continuously maintain and update knowledge and skills by staying informed about emerging technologies, industry trends, and process improvements.
• Utilize applications to deploy standardized computer images to desktop computers and servers remotely.

Benefits

• BCPS offers a comprehensive benefits program for eligible employees including options for medical plans, dental plans, vision, life insurance, flexible spending accounts, disability coverage, and 403(b)/457 plans.
• Other benefits include paid vacation, paid holiday’s, sick, personal business, and bereavement days, and flexible leave options such as FMLA, sick bank, and board approved leaves.
• All new hires will attend a benefits meeting upon hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree