Southern Westchester BOCES Lower Hudson Regional Information Center is looking for a candidate with the ability to provide leadership of the LHRIC’s Managed IT Support Service. The candidate will be expected to manage and oversee our Systems and End User Computing engineering teams and serve as the district facing representative for the delivery of the associated technical support services.  The candidate will require a deep technical background and working knowledge of a varied number of systems-based technologies used in local K-12 school districts currently supported through our Managed IT Support Service.   A strong working knowledge and experience with Windows Server operating systems, server hardware, virtualization technologies, end-user devices, identity management, Microsoft 365 / Entra, Google Workspace, and MDM solutions will be required for this position. 

PRIMARY PERFORMANCE RESPONSIBILITIES:

• Provides overall leadership and guidance to the Managed IT Support Service. 
• Responsible for the overall delivery of support and the continual enhancement of the services provided. 
• Accountable for the overall performance and staff development of the associated technical teams.  This includes managing and monitoring work performed by the team ensuring KPIs and key metrics are being met.
• Responsible for resource management for various functions including project work, audits, and records requests.
• Serves as an escalation point to assist and guide team members with troubleshooting complex issues in a timely and effective manner. 
• Responsible for development and the implementation of technical standards to secure, enhance and streamline the delivery of support.
• Keeps apprised of current developments and trends in technology and ensures proper research and development is performed. 
• Acts as liaison for outside vendors and is responsible for overall vendor management for services being provided to districts participating in the Managed IT Service.
• Acts as liaison between the department and school district personnel.  Serves as the district-facing representative of the service and the escalation point for any issues or concerns. 
• Supports and is involved in the overall budget development and budget maintenance process throughout the year. 
• Responsible for the development and maintenance of documentation such as service descriptions, SLA agreements, standard operating procedures required related to the service. 

PRIMARY PERFORMANCE RESPONSIBILITIES:

• Trains school district clerical personnel involved with data processing applications by explaining software applications and documentation using existing material.
• Provides information to user districts relating to preparation of data for submission to the Regional Information Center for processing.
• Resolves basic data application problems through telephone support and refers complex issues to higher staff.
• Conducts informal training sessions for school district clerical support staff to help them become proficient in on-line and/or micro applications.
• Monitors processing for user districts through the various data processing phases beginning with receipt of request and culminating with the shipment of output to the districts.
• Participates as a team member on projects, under supervision of a higher ranking employee who establishes priorities and monitors progress toward project completion.
• Assists in identifying user concerns, problems, and suggestions and conveys information to appropriate Regional Information Center personnel.
• Promotes use of the various data processing services with all districts.