Director of IT Support & Service Delivery

Fort Worth ISD; Lubbock (TX); On-site; USD 105,000 - 126,000; Full time

Job summary

Fort Worth ISD seeks a Director of IT Support in Lubbock to lead the Technology Help Desk and Campus Support teams. You will drive end-user IT service delivery, ensuring a positive IT experience for students and staff, with emphasis on service excellence and strategic leadership.

You will manage budgets, SLAs, and KPIs while collaborating with cybersecurity leadership and cross-functional teams to adopt modern technologies. This on-site role reports to Senior Executive Director - Cybersecurity.

Qualifications

• HS/GED/TxCHSE required; Bachelor's degree preferred.
• ITIL certification preferred.
• 7-9 years experience in IT service management; supervisory experience preferred.

Responsibilities

• Direct and oversee daily operations of the Technology Help Desk and Campus Support Technician teams.
• Establish performance expectations, service standards, and accountability measures for staff.
• Develop and implement a strategic roadmap for service desk initiatives.
• Manage budgets, forecasting, and cost allocation to meet district needs.
• Monitor KPIs and drive continuous improvement in IT support services.
• Collaborate with Information Security on high-level decisions and risk management.
• Ensure compliance with SLAs and regulatory requirements.

Skills

Leadership

Customer service

IT service management

Incident management

KPI tracking

Budgeting

Education

High School diploma or GED or TXCHSE

Bachelor's degree in related field preferred

ITIL certification (preferred)

Job description

Fort Worth ISD seeks a Director of IT Support in Lubbock to lead the Technology Help Desk and Campus Support teams. You will drive end-user IT service delivery, ensuring a positive IT experience for students and staff, with emphasis on service excellence and strategic leadership.

You will manage budgets, SLAs, and KPIs while collaborating with cybersecurity leadership and cross-functional teams to adopt modern technologies. This on-site role reports to Senior Executive Director - Cybersecurity.