IT Service Delivery Manager JobID: 11454 + Position Type: Other/ Tech Support + Date Posted: 11/4/2024 + Location: Administrative Service Center - ASC    The Davenport Community School District is an EEO/AA employer. Applications will be accepted from: All current district employees and external applicants may apply online by completing the external application. Duties & Responsibilities + Works with team members including IT Technicians, Network Administrators, as well as external vendors and/or service providers. + Provides day to day operational oversight, information dissemination, question and issue resolution. + Supports the day-to-day and long-term support of technology usage and integration of technology within the district. + Manages resources and engages with staff in a way that supports high performance. + Provides technical direction to the Field Technicians and Help Desk personnel assisting in problem resolution. + Serves as the point of escalation for challenging and unresolved problems and or incidents. + Promotes a culture of continuous improvement and customer service excellence. + Establishes processes and procedures designed to ensure consistent quality service performance and customer satisfaction. + Provides an effective level of management in communicating processes to customers and supports them in the effective delivery of instruction. + Ensures IT operating systems, hardware and software comply with life cycle replacement schedules. + Ensures compliance with software licensing agreements by maintaining an accurate and up-to-date tracking of software purchases, license keys and installations. + Installs and tests software as needed and assists in the training associated with the software. + Works on all technology equipment in the district (computers, Chromebooks, interactive displays, projectors, etc.). + Assists with software applications (troubleshooting, website access, software access) to resolve problems. + Provides technical help in person and over the phone. + Creates documentation of processes, issues and resolution. + Accountable for metric/performance reporting. + Recruits, develops and retains Help Desk and Technician staff + Manages and completes projects assigned. + Performs other duties as assigned. Physical Requirements + Sitting, standing, lifting and carrying (up to 50 pounds), reaching, squatting, climbing stairs, kneeling, moving equipment/boxes up to 50 pounds. + Ability to sit for extended periods of time. + Good attendance and punctuality are required. Work Environment + Ability to work within various degrees of noise and temperatures. + Flexibility and patience are required. + Fast paced environment with constant contact with staff. + Must be self motivated and able to complete work without direct supervision. Minimum Requirements + Five (5) years of experience in a technology environment required. + Experience with IT operations, service desk, deskside, IT asset management and workstation management environments required. + Experience analyzing and prioritizing technology related work. + Experience with troubleshooting IT related issues and critical thinking. Desired Requirements + Experience communicating effectively and has outstanding interpersonal skills. + Detail oriented with the ability to manage multiple issues simultaneously, with exceptional follow through. + Experience with presenting and training staff and customers. + Ability to learn new technologies, tools and equipment quickly.