Senior Coordinator of Information Technology Client Relations

Position Summary
Develops, implements, and leads the district’s information technology relationship management activities in support of its administrative and instructional processes. Coordinates information development and dissemination through available media, methods, and channels such as print, e-mail, and web technologies. Manages the handling of escalated customer issues relating to technology and its application to the activities of the district. Facilitates communication, cooperation, and customer service provided to technology clientele. Develops strategies for improving customer services relating to technology services. Maintains advanced working knowledge of District's organizational structure, functions, policies and procedures relating to technology. Exercises a high degree of independent judgment, tact, and discretion. Serves as the content gatherer and coordinator of the District Information Technology Support & Information Intranet site. 

Required Knowledge, Skills & Abilities
Demonstrated ability to assess customer needs and problems, obtain information and communicate in a clear, logical, and professional manner, both orally and in writing. Demonstrated ability to utilize computer technology to access data, maintain records, generate reports, and communicate with others. Advanced knowledge of desktop software and ability to navigate through the Internet and web-based applications. Demonstrated ability to interpret and apply administrative and department policies, regulations and rules. Demonstrated ability to understand and follow complex oral and written instructions. Demonstrated ability to make effective decisions requiring independent judgment. Demonstrated ability to keep complex records and prepare reports. Demonstrated ability to interact with a wide, diverse range of staff, students, and the community in situations requiring tact, diplomacy, and poise. Strong knowledge and experience providing effective customer service. 

Physical Requirements
Works with light materials requiring little physical effort.

Minimum Knowledge and Experience
Bachelor’s degree and two years’ of experience related to customer relations management and/or information technology or Associate's degree and four years of experience related to customer relations management and/or information technology or graduation from high school or equivalent and 6 years of highly progressive experience related to customer relations management and/or information technology. Official transcripts will be required.  Will be subject to a criminal background check.  Some positions may be subject to a fingerprint check. ***

Preferred Skills / Additional Requirements:  Exceptional communication skills required.

Essential Duties and Responsibilities
Leads investigation and identification of technology problem areas based on reports from customers; coordinates work with appropriate groups to initiate corrective action and achieve resolution. Maintains feedback mechanisms and responses to questions and/or complaints. Leads development and evolution of functionality, content, and appearance of District technology services and customer relationship management to enhance the end-user’s experience with technology services. Lead coordination between clientele and District staff regarding customer service issues. Leads production of plans and strategies for innovative, proactive development of technology relationship mechanisms. Coordinates production of support content for the District’s technology FAQ's, leading review and update efforts of this information on a constant basis. Directs the user-centered writing and delivery of District IT website pages’ technology support content. Coordinates communication between staff, key user liaisons, and/or upper management as required. Actively participates in designated committee(s) in order to ascertain new needs for revisions and/or create new written procedures based on committee input. Directs the preparation and maintenance of periodic statistical reports related to system usage and clientele satisfaction. Coordinates the development of training materials in support of technology services. May serve as a team leader or direct the work of others in support of customer relations initiatives. Performs other related duties as assigned.