Supervisor, Digital Experience

The Supervisor of Digital Experience manages a large team of distributed Digital Experience staff responsible for providing exceptional client experiences and effective technology solutions for district staff and students. This leader fosters a culture which emphasizes an innovative and creative approach to problem solving and utilizes complex analytics to ensure that service levels are achieved, technology assets are tracked, and client expectations are met or exceeded.

Roles and Responsibilities

The following information is intended to describe the overall nature and scope of the work being performed. This is not a comprehensive listing of all responsibilities or tasks; work may differ and other work may be assigned when deemed appropriate.

• Leverages IT Information Library (ITIL) processes to define, document, and maintain processes and procedures that ensure all district schools have a consistent and reliable digital learning environment and robust services that provide enterprise value. 
• Utilizes KPI’s and other complex analytics to make informed decisions on team and staff performance, process effectiveness, and ensure client satisfaction.
• Interfaces with LCPS School Board Members, Senior Staff, Principals, and other stakeholders to build service level agreements, set expectations, and measure client satisfaction and team performance.
• Analyzes support metrics to discover and resolve performance gaps at the school, department, or division level.
• Represents the Division state-wide during conferences, panel discussions, and other education and industry events.
• Researches and facilitates the trial of emerging technologies; Consolidates findings for senior leadership review.
• Manages, trains, coaches, and mentors inspiring digital experience leadership staff.
• Evaluates staff and manages a team-based budget.

Qualifications

Below are the minimum qualifications for this job. Equivalent combinations of education and experience are also acceptable.

     Education
     Bachelors’ Degree in Computer Science or related field

     Experience

     Six years of technical and managerial experience in a service desk environment supporting a varied customer base

     Licenses and Certifications

     ITIL, Six Sigma, and/or ITAM Certification a plus

     Knowledge, Skills and Abilities

• Strong technical knowledge across application, system, and workstation support
• Formal Training and experience in a recognized Service Delivery model (i.e. ITIL)
• Self-motivated and directed, with strong organizational skills and keen ability to prioritize and multitask
• Excellent organizational skills and the ability to work independently
• Excellent interpersonal, written, and oral communication skills
  
   

Physical Requirements

The following provides a brief description of physical requirements for this job:

While performing the duties of this job, the employee is regularly talking, expressing or exchanging ideas by means of the spoken word. The employee must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Telework Disclosure

Employees who perform the responsibilities of the above position have been identified as having the potential to telework. Telework is defined as completing one's duties and responsibilities at a site other than one's assigned duty location. In order to be eligible for telework privileges, an employee must have demonstrated consistent, positive performance and have the support and approval of their direct supervisor. In addition, these employees must have reliable high-speed internet and a designated workspace that allows them privacy while completing sensitive and confidential work.  Employees who are non-exempt and are teleworking will work their required scheduled hours and gain approval from their supervisor if they work more than 8 hours a day or more than 40 hours in a workweek.  Teleworking privileges can be amended, changed, or revoked based upon the performance of the employee, as well as the needs of Loudoun County Public Schools.