Information Technology Manager II Position Available In Hinds, Mississippi

INFORMATION TECHNOLOGY MANAGER II

OFFICE

OF TECHNOLOGY AND STRATEGIC SERVICES

NON-STATE SERVICE

Salary Range:

$82,514.00 – $123,894.00
Salary will be negotiable and commensurate with experience.

RESPONSIBILITIES

Join the Mississippi Department of Education’s (MDE’s) forward-thinking state education technology team as the Director of Customer Service and Internal Training (Information Technology Manager II), where modern technology meets meaningful impact. This pivotal role offers the opportunity to lead and innovate in a dynamic environment, ensuring excellent service delivery and training within the K12 education sector. Incumbent will lead a team of four, oversee daily operations, ensure efficient ticket management, staff training, and provide technical support to end-users, while also improving processes, procedures, and performance.
Responsibilities will include:

• Leadership and Strategy:

  Direct a skilled team responsible for internal training, desktop support, and technology procurement. Foster a collaborative environment and strategically navigate day-to-day and long-term challenges.

• Footprints Help Desk Management:

  Manage a critical help desk that supports a state-wide data collection system impacting over 150 local school districts, ensuring responsive and efficient issue resolution. Ensure Customer Satisfaction based on Customer Surveys and other feedback pathways.

• Innovation and Improvement:

  Continuously assess and integrate modern technology solutions to streamline operations and improve service delivery. Ensure that the team meets the goals and targets outlined in the Customer Service and Internal Training Team’s Service Level Agreement (SLA).

• Continuous Improvement:

  Enhance the efficiency and responsiveness of the help desk by producing detailed reports, managing procedural changes, and closely monitoring incoming requests. This role actively transforms common issues into proactive training sessions to optimize service delivery.

• Training Coordination and Evaluation:

  Collaborates with other IT directors to maintain and update the CSIT annual training plan for MDE and district staff, ensuring program continuity and customer satisfaction, while using customer requests to refine and assess training effectiveness.

•

Software/Application Administration:

Administer essential software and systems, manages user rights, and oversees workflow enhancements and training platforms within the Mississippi Department of Education, including Microsoft Office, Teams, Adobe, Constant Contact, DocuSign and more.
359 North West Street | Jackson, MS | 39205-0771 | Hinds County | mdek12.org Mississippi Department of Education is an Equal Opportunity Employer

SPECIAL QUALIFICATIONS

• Proven experience in customer service leadership, preferably in a technology-driven environment.
• Strong background in training and development, with a knack for conveying technical concepts to diverse audiences.
• Experience managing telecommunications systems and IT procurement.
• Demonstrated ability to lead and inspire teams, even in the context of resource constraints.
• Excellent problem-solving skills with the ability to think strategically, communicate clearly, and project a positive, patient, and professional demeanor.

EXPERIENCE/EDUCATION REQUIREMENTS

Typically requires a Bachelor’s Degree and 5-8 + years of IT experience in multiple functions. May have had supervisory and/or managerial experience.