Technical Solutions Lead #2307-5925-01

This is a responsible supervisory position that helps oversee all aspects of Help Desk, P.C. Support, customer service, team. Position responsibilities include supervising staff while they complete repairs and installations, writing reports, oversee work schedules, delegating tasks and delivery of services. Position reports to the Helpdesk Analyst Supervisor and must be ready to fulfill the responsibilities of the Helpdesk Analyst Supervisor’s role in the event that person is absent for any reason. Performs work under broad supervision with high-level independent judgment and wide latitude for independent action with reference to policy and precedent. Work is reviewed through meetings and evaluation of results.

• Helps with the Management of employee schedules.
• Assist in the evaluation of support staff needs and performance.
• Primary responsibility of end user equipment for Central Office and other departments within the Gateway Center.
• Helps to Manage the daily operation of the Support Desk.
• Adheres to established procedures & protocols to ensure superior customer ratification.
• Works directly with end-user customers and partners as needed.
• Monitors responsiveness and integrity in all customer communications.
• Participates in the Support Desk staffing process including supervision, development, evaluation.
• Coordinates with IT Support Supervisor to manage customer escalations to successful conclusion.
• Provides concise status reports on a regular basis to IT Support Supervisor
• Assist with Team training, guidance, management, including School Readiness.
• Routinely offers support and mentorship to Support Desk staff.
• Reviews project work plans of Help Desk to meet changing needs and requirements.
• Helps direct Support Desk Team to accomplish assigned and stated goals, guidelines, and objectives.
• Ensures team compliance with the process and technical training requirements.
• Coordinates with Network Administrators on issues affecting end users and equipment.
• Coordinates with Network Administrators on use and procedures of network systems such as Active Directory.
• Performing other duties and projects and assigned.

Possession of College Degree, Certificate of program completion from a vocational or technical school in computer science, information science, or related field; or relevant Microsoft Certifications or equivalent experience as which provides the following knowledge, abilities, and skills; and three to five years of progressively responsible experience in the job duties listed above and have at least four years of supervisory experience. Any equivalent combination of training and experience in office management environment in an education, nonprofit or public sector environment, which provides the following knowledge, skills, and abilities:

• Knowledge of advanced information technology operations, systems configuration, and administration.
• Knowledge of School District operations as it relates to information technology.
• Knowledge of hardware, software, and other IT related systems and applications.
• Experience supervising Help Desk staff and directing IT support work.
• Ability to work independently at the highest level of technical operations and demonstrate strong problem-solving skills.
• Ability to demonstrate strong management and leadership skills in order to efficiently plan, organize, supervise and manage information technology staff in a variety of activities.
• Ability to successfully monitor progress and manage resources to accomplish objectives.
• Ability to communicate effectively both in writing and orally with subordinates, other BOE personnel, contractors, and the public, including excellent interpersonal skills and attention to details.
• Ability to plan, develop, implement, and evaluate projects and programs.
• Ability to be pro-active and creative in seeking out solutions to challenges.

This is a General Fund, "Tested" position. 

This position is included in a collective bargaining agreement with Local 3144, American Federation of State, County and Municipal Employees; the salary is within Local 3144, Range 7.

Bargaining agreements available to review HERE.

General Funded hires into this class are not covered by Social Security and will not pay Social Security taxes. They instead participate in the City Pension; the employee contribution rate is 10% of pay.

Applicants meeting minimum requirements may be invited to participate in a Civil Service exam process at a later date, or your application submission may be rated and scored.

It is critical that you complete the application thoroughly, as the information you provide will be used to ascertain if you are eligible to move forward in the selection process, and in some cases, this information may be used to determine the eligibility list.

Information regarding the employment and selection process can be found HERE.

Please note that the only method of communication with applicants for this position will be by email. You must provide a valid, working email address and you will need to monitor your email, including spam/junk folders, for correspondence from the New Haven Human Resources Department.