Supervisor, IT Call Center - INTERNAL ONLY

Oversees the daily operations of a remote technical support team responsible for assisting end users with technology-related issues. Ensures high‑quality customer service, accurate ticket documentation, effective troubleshooting, and consistent adherence to the Baltimore County Public Schools (BCPS) standards. Provides leadership, coaching, and performance management to call center technicians while maintaining efficient workflows and service-level expectations. Performs other duties as assigned.

MINIMUM QUALIFICATIONS

:

Education, Training and Experience :

Possession of an associate's degree. Five years of experience in technical support of personal computers, operating systems, and software. Supervisory experience in the field of technology is preferred.

Note :

Other combination of applicable education, training, and experience which provide the knowledge, skills and abilities necessary to perform effectively in the position, may be considered.

Licenses and Certificates :

Possession of a valid class C Maryland driver's license or an equivalent is required.

Knowledge, Skills, and Abilities :

Ability to supervise and motivate a team of remote Call Center Technicians. Ability to plan, coordinate, and review assignments. Ability to work with management to research and resolve technology issues. Ability to adapt to changes in the field. Knowledge of the principles and practices of providing technical support to a large, diverse computer network and its users. Knowledge of personal computers, printers, network hardware, software, and operating systems. Knowledge of Microsoft applications and operating systems. Knowledge of the principles and practices of local and wide-area network administration. Skill in communicating effectively. Skill in providing customer service and resolving customer service issues. Skill in collaborating with clients. Skill in communicating complex, technical concepts to clients, non-technical staff, and others. Skill in providing training to staff and clients. Skill in establishing and maintaining effective working relationships. Skill in drafting documentation, reports, correspondence, and other written documents. Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment. Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components. Skill in organization and time management. Skill in providing technical assistance, guidance, and training. Skill in effectively prioritizing assignments and tasks.

PHYSICAL AND ENVIRONMENTAL CONDITIONS

: The duties of this class are largely remote but requires visits to school and office sites throughout Baltimore County.

CONDITIONS OF EMPLOYMENT

: Persons appointed to this classification are designated as Essential-As-Needed Personnel and are required to work when schools and/or offices are closed during adverse weather conditions or any other emergency when contacted and directed to do so. Persons appointed to this class are subject to call-to-duty for system emergencies. On occasion, they will be required to work beyond their normally scheduled hours with little or no advanced notice and will work evenings and weekends. Citizenship, residency or work VISA in United States required

PHYSICAL AND ENVIRONMENTAL CONDITIONS

: The duties of this class are generally sedentary with occasional walking, standing, and other limited physical activities. Duties will require travel to sites throughout Baltimore County and movement through project sites, buildings, and areas under construction. Work may include walking, standing, climbing ladders, and exposure to potential hazards, such has traffic, heavy equipment, and adverse site conditions/weather when on construction sites.

BENEFITS

: BCPS offers a comprehensive benefits program for eligible employees including options for medical plans, dental plans, vision, life insurance, flexible spending accounts, disability coverage, and 403(b)/457 plans. Other benefits include paid vacation, paid holiday's, sick, personal business, and bereavement days, and flexible leave options such as FMLA, sick bank, and board approved leaves. All new hires will attend a benefits meeting upon hire. Visit the BCPS website for additional information about benefit plans for BCPS employees at https://www.bcps.org/hr/compliance/benefits_and_retirement This class specification defines the types of duties and level of difficulty of work required of positions in this title. It shall not be held to exclude duties not mentioned nor limit the right of management to assign work to employees.

RETIREMENT

Eligible for the

Baltimore County Employees' Retirement System GRADE:

Grade 07 - 12

Month OPE Pay Scale SALARY:

$87,025 to $139,976 (Annual Salary Scale for Exempt 12-Month Employees Represented by

BCPSOPE 2025-2026

Effective January 1, 2026) Visit the BCPS Office of Payroll website for additional information on pay scales, other compensation and leave accruals at www.bcps.org/operations/fiscalservices/payroll .

OTHER COMPENSATION

: This position may be eligible for comp time. Visit the BCPS website to review the OPE Master Agreement for additional information at https://www.bcps.org/cms/One.aspx?portalId=2828&pageId=69996497 .

FLSA Status:

Exempt Application Instructions Please read and carefully follow the instructions provided below. Applicants are required to have a completed application on file for employment with Baltimore County Public Schools (BCPS). Information on your resume and application must match. This information is necessary for salary determination should you receive an offer of employment. Professional references must be submitted to complete your application. Examples of professional references include current and former principals, supervisors, managers, mentor teachers and university/college supervisors. Personal references from colleagues, friends, community members, etc. will not be accepted. Be sure to account for all periods of employment and unemployment. Failure to complete all fields of the "Work Experience" section of the application may result in your application not being considered. A resume will not be the only document considered in determining your qualifications for a position. You MUST attach your unofficial transcript(s) or license(s) to your application if you are applying for a position as a teacher or position which requires Licensure/Certification.

Pre-Employment Requirements:

All people employed by the Baltimore County Public Schools, regular and temporary, are required to be fingerprinted and have a criminal background investigation (per COMAR) completed. The fee charged for fingerprinting is $109. Anyone offered employment is required to provide proper identification and documentation of eligibility for employment in the US. If you have military experience, you will be asked to provide a copy of DD214. Official transcripts will be required upon hire and must be sent via escript/clearinghouse from your university. Some positions will require employees to undergo a physical examination and/or drug testing. All newly hired personnel must attend a Benefits and Retirement Orientation meeting. Additional job verification will be required for salary credit.

Contact Information Office of Staffing & Licensure Phone:

443-809-7872

Email:

sstahl@bcps.org This document describes the duties and responsibilities of a position or group of positions. It shall not be held to exclude duties not referenced nor limit the right of management to assign work to employees.

EXAMPLES OF DUTIES

: Oversee day‑to‑day call center operations to ensure timely, professional, and effective support for end users. Monitor call queues, ticket volume, and technician workload to maintain service-level agreements (SLAs). Coordinate scheduling, coverage, and staffing to support peak demand and minimize wait times. Serve as the primary escalation point for complex or unresolved technical issues. Provide direct supervision to call center technicians, including coaching, mentoring, and performance evaluations. Conduct regular team meetings, training sessions, and skill‑building activities to strengthen technical and customer service capabilities. Foster a positive, collaborative, and professional remote work environment. Support onboarding and training of new technicians, ensuring familiarity with BCPS systems, processes, and expectations. Review technician documentation in the ticketing system for accuracy, completeness, and adherence to standards. Analyze call center metrics to identify trends, recurring issues, and opportunities for improvement. Develop and refine procedures, knowledge base articles, and troubleshooting workflows to enhance efficiency and service quality. Implement quality assurance measures, including call monitoring and ticket audits. Ensure proper use of call center software, ticketing systems, remote support tools, and communication platforms. Collaborate with IT leadership and other departments to address systemic issues, coordinate updates, and support districtwide technology initiatives. Prepare reports on call center performance, technician productivity, and operational challenges. Maintain compliance with BCPS policies, data privacy requirements, and technology standards.