Director of IT Support & Service Delivery

Grapevine-Colleyville ISD; Grapevine (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Grapevine-Colleyville ISD is seeking a Director of Technology Support to oversee end-user computing, service desk operations, and IT infrastructure across campuses. The role requires leading staff, managing incidents, and aligning technology services with district goals.

The successful candidate will have a Bachelor's degree, 5+ years in IT service management and 2–3 years in supervision, plus strong communication and vendor-management skills. On-site with district travel as needed.

Qualifications

• Bachelor's degree required.
• Previous administration experience supervising technology staff and programs preferred.
• 5+ years in IT service management, with 2–3 years in a supervisory or district-level role.

Responsibilities

• Supervise, appraise, and develop technical support staff.
• Handle service requests promptly and resolve issues in a timely manner.
• Manage IT support protocols during critical district incidents, system outages, and online standardized testing windows.
• Utilize technology and automation tools to streamline processes and improve efficiency.
• Continuously monitor and optimize service delivery to identify and address bottlenecks.
• Adhere to industry best practices and standards to ensure consistent and reliable service delivery.
• Treat all users with respect, empathy, and professionalism.
• Tailors support interactions to meet the individual needs of each user.
• Maintain a positive and welcoming attitude, fostering a sense of trust and confidence in the helpdesk.
• Planned and implemented training programs for technical staff.
• Coordinate departmental activities and functions to provide technical and information systems support for all facets of district operations.
• Provide clear, concise, and accurate information and guidance to users.
• Work collaboratively with other IT teams and departments to ensure a comprehensive and integrated problem‑solving approach.
• Continuously evaluate and refine processes to enhance the effectiveness of support services.
• Oversight of student 1:1 device programs (e.g., Chromebook/iPad distribution, repair workflows, and summer collection cycles) and digital safety compliance (e.g., CIPA, FERPA)
• Consult with district departments and campuses to develop support needs.
• Participate in technology projects contracted to outside vendors as defined and required.
• Research, evaluate, and make recommendations for hardware and software purchases.
• Oversee the district technology help desk and asset manager.
• Ensure district technical support meets outlined service level agreements.
• Provide end‑to‑end problem and project management for district technology projects.
• Ability to analyze and resolve application issues.
• Demonstrate professional work ethic, including multitasking, attention to detail, and follow‑through.
• Support the Executive Director of Technology on various projects.
• Demonstrate responsible fiscal control over the assigned budgetary areas.
• Assist in the development of policies and procedures related to technology.
• Frequent district-wide travel to campuses/departments; occasional prolonged or irregular hours.
• Assist in staffing decisions.

Skills

Interpersonal skills

Visionary leadership

Innovation leadership

Sets high expectations

Build consensus

Data-driven decisions

Professional learning design

Oral & written comms

Facilitation

Confidentiality

End-user tech knowledge

Vendor management

Education

Bachelor's degree

Supervisory/admin IT experience

5+ years IT service management

Job description

Grapevine-Colleyville ISD is seeking a Director of Technology Support to oversee end-user computing, service desk operations, and IT infrastructure across campuses. The role requires leading staff, managing incidents, and aligning technology services with district goals.

The successful candidate will have a Bachelor's degree, 5+ years in IT service management and 2–3 years in supervision, plus strong communication and vendor-management skills. On-site with district travel as needed.