Senior Director – Customer Support & Experience
Wake County Public School System
Cary, North Carolina
POSITION TITLE (Oracle title)
SENIOR DIRECTOR
WORKING TITLE
Senior Director-Customer Support and Experience
SCHOOL/DEPARTMENT
Technology Services Division
LOCATION
Crossroads II, Cary, NC
PAY GRADE
Senior Director Band 1
FLSA STATUS
Exempt
ELIGIBILITY FOR EMPLOYMENT CONTRACT
No
WORK WEEK SCHEDULE
Monday-Friday (occasional evenings and weekends) Position is not available for a Hybrid Telework workweek
POSITION PURPOSE:
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.
MINIMUM QUALIFICATIONS:
- ComprehensiveknowledgeofMicrosoftOffice,specificallyWord,Excel,andPowerPoint;GoogleApps;
- Comprehensiveknowledgeofalargeeducationalenvironmentandtheirprocessesandprocedures;
- Critical thinking, analytical, and problem-solving skills;
- Demonstratedsuccessfulleadershipandtrainingskills;
- Demonstratedprojectmanagementskills;
- Demonstratedcommitmenttoachievinggoalsandplans;
- Excellent planningand organizational skills;
- Stronginterpersonal skills;
- Negotiatingandinfluencingskills;
- 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;
- Ability to set strategic directions, create tactical plans, implement processes, evaluate results, and continually monitor and adjust;
- Abilitytosuccessfullyassessstrengthsandweaknessesofvendorpartners;
- Ability to make independent judgments and to implement creative solutions to problems with minimal supervisory oversight;
- Ability to establish and maintain effective working relationships with school system staff, vendors, contractors, external agencies, and the community.
EDUCATION, TRAINING, AND EXPERIENCE
- Bachelor’sdegreeinatechnicalorbusinessfield(e.g.,computerscience,engineering,accounting,business, mathematics); AND
- Fiveyearsofexperienceinamanagementpositionwithresponsibilityfordeliveringtechnologysupport services.
CERTIFICATION AND LICENSE REQUIREMENTS
None
PREFERRED QUALIFICATIONS:
- Fiveyearsofsuccessfulexperiencesupportingtechnologyintegrationatadistrictlevel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Facilitates and supports the application, integration, and development of technology solutions supporting the mission and goals of WCPSS.
- Providestechnicalleadershipinresolvingdevelopmentandimplementationissues.
- 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.
- SupervisionovercallcenterforhelpdeskandTransportation.
- Supportscommondesignpatternsanddocumentbestpracticesthatenableconsistenttechnologysolutions and ensure conformity of architecture across the district.
- Ensures processes and procedures are established and implemented to manage and support all devices and classroom technology keeping a focus on teaching and learning.
- Overseestheprocurementandstandardizationofclassroomtechnology.
- Participates in long-range strategy and policy development to address all areas of district technology.
- Designs,executes,andmonitorsinventorymanagementprocess;designsandmanagesinventorymanagement systems meeting facility needs; manages inventory control policies and procedures across the district.
- Auditsinventorybycoordinatingwithexternalandinternalteams.
- Overseestheutilizationofbondmoneyallocatedfordevicesacrossthedistrict.
- Evaluates district technology by ensuring sufficiency of device specification and coordinating with school instructional needs.
- Meets federal, state, and local standards for accounting requirements.
- Performsotherrelatedduties,asassigned.
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS
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.
EFFECTIVE DATE:12/2025
DISCLAIMER: 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.