Supervisor, IT User Experience - INTERNAL ONLY

Supervises the technical teams for audio/visual support, emerging technology, and device management. This includes technical support of computers, printers, software, networks, and related technology for schools and offices throughout the county. Assigns, schedules, reviews, and coordinates the work of a team of analysts and technicians. Provides advice, consultation, and assistance to schools and offices regarding technology matters. 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 IT 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 include frequent 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

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

: Provide day‑to‑day supervision, coaching, and performance management for analysts and technicians. Set priorities, assign work, and ensure timely completion of tasks and projects. Reviews and oversees work to ensure that service is provided in an efficient, timely, and quality manner and in compliance with established standards. Reviews and analyzes operational procedures and practices. Direct the creation of user‑focused training materials, knowledge‑base articles, and technical documentation. Ensure content is accurate, accessible, and aligned with district standards. Oversee research, testing, and recommendations for emerging technologies that may enhance district operations or classroom experiences. Coordinate pilot programs and document findings. Ensure consistent maintenance, troubleshooting, and lifecycle planning for audiovisual equipment in schools and offices. Develop standards for installation, configuration, and support. Evaluate employee performance and participates in performance appraisals. Provide technical guidance, assistance, and training to staff. Travel to school and office sites to monitor and investigate projects. Provide problem diagnosis and resolution for difficult and complex hardware, software, and network-related issues. Make computer software recommendations. Analyze system-wide technology needs and requests. Collaborate with school administrators, faculty, staff, and others to resolve customer service and technology issues. Provide advice, guidance, and training to school and office-based administrators and staff regarding technology issues. Provide analysis and advice on technology purchases. Coordinate with vendors in the acquisition and installation of computer products. Install, configure, and maintain operating systems, networking, device drivers, security patches, database connectors, web services, and printing services. Continuously maintain and update knowledge and skills by staying informed about emerging technologies, industry trends, and process improvements. Utilize applications to deploy standardized computer images to desktop computers and servers remotely.