Client Services Technical SupervisorThis position has been classified as Safety Sensitive in accordance with the Oklahoma Medical Marijuana and Patient Protection Act and/or the Department of Transportation (DOT), and Board Policy G-37-R3 Medical Marijuana & Safety Sensitive Positions Regulation. All candidates selected for hire or transferred into a Safety Sensitive position must undergo and pass a pre-employment drug screen before being hired or transferred. Employees holding safety-sensitive positions may be subject to disciplinary action, up to and including termination of employment, if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.Position Summary: The Client Services Technical Supervisor provides daily operational leadership, coordination, and support for the IT Client Services team, including field technicians, bench technicians, and help desk staff.
This role emphasizes people leadership, workflow coordination, customer service excellence, and consistent service delivery rather than advanced technical engineering responsibilities. The Supervisor ensures reliable, responsive technical support aligned with district priorities, allowing the Director of Client Services to focus on long-term strategy, innovation, and cross-department initiatives. The position serves as a key liaison between Client Services, engineering teams, and school sites to support effective instructional infrastructure and high-quality user experiences across the district.Essential DutiesGreat Teaching & Learning (Instructional Infrastructure):Ensures reliable classroom and staff technology support to minimize disruption to teaching and learning.Coordinates Client Services readiness for device deployments, system rollouts, and instructional technology initiatives.Collaborates with Network Services, engineers, and instructional teams to ensure support processes align with classroom needs.Supports equitable and consistent technology service delivery across all campuses and departments.Helps translate instructional priorities into operational support workflows for field and help desk staff.Monitors trends in classroom technology issues and escalates systemic barriers impacting instructional time.Great People (Talent Management):Provides direct supervision, coaching, and mentorship for Client Services technical staff.Conducts regular one-on-one meetings, performance feedback, and professional growth planning.Supports onboarding and training coordination to ensure staff readiness and consistent service practices.Fosters a positive, inclusive team environment focused on accountability, collaboration, and customer service excellence.Aligns staff assignments and schedules to meet service needs while supporting employee development.Helps identify future leaders within the team and supports succession planning efforts.Great Culture (System Leaders):Serves as the operational face of IT Client Services, modeling professionalism, responsiveness, and a service-first mindset.Builds strong relationships with school leaders, staff, and district stakeholders to promote trust in IT support services.Acts as a liaison between Client Services and other IT teams to ensure coordinated service delivery.Leads weekly operational meetings, communicates priorities clearly, and promotes shared accountability within the team.Represents Client Services in cross-functional meetings, projects, and district initiatives as assigned.Supports communication with campuses and departments regarding service updates, outages, or operational changes.Reinforces a culture of continuous improvement, collaboration, and respectful communication.Great Systems (Support & Accountability):Oversees daily service operations, including ticket queue health, workflow coordination, dispatching, and service prioritization.Monitors service metrics, including response time, resolution trends, backlog, and customer satisfaction indicators.Serves as first-line escalation authority during high-impact service disruptions affecting campuses or district operations.Ensures consistent adherence to established processes, documentation standards, and service procedures.Identifies process inefficiencies and partners with leadership to improve service workflows and operational effectiveness.Uses reporting tools (e.g., Incident IQ) to guide workload management and operational decision-making.Supports change management efforts by coordinating operational readiness for new systems and technology initiatives.Supports planning and coordination of departmental projects, including timelines, deliverables, vendors, and procurement activities.Minimum Qualifications (Knowledge, Skills and/or Abilities):Associate's degree in Information Technology, Computer Science, Business Administration, or related fieldMinimum of five (5) years of experience in IT support, help desk, client services, or technical support environmentMinimum of two (2) years of leadership, supervisory, or team coordination experienceKnowledge of Service (Help) Desk operations, IT Service Management (ITSM), and Information Technology Infrastructure Library (ITIL) practicesDemonstrated ability to supervise, coach, and develop technical staffStrong knowledge of IT support operations, help desk workflows, endpoint devices, and classroom technologyAbility to foster a positive, collaborative, customer-service-focused team environmentExperience conducting performance feedback and professional development planningAbility to monitor service metrics, manage workload, and improve operational efficiencyStrong communication, interpersonal, and customer service skillsAbility to collaborate effectively with technical and non-technical stakeholdersAbility to coordinate technical projects and support system implementationsExperience managing vendor relationships and coordinating external supportAbility to prioritize and respond to high-impact service disruptionsExperience working with Windows-based workstations and related peripheralsKnowledge of Mac-based workstations, iOS devices (iPad, iPhone), and wireless/mobile devicesFamiliarity with Microsoft networking and Exchange environmentsKnowledge of basic business operations, including budgeting and procurement processes preferredAbility to travel between district sites as neededAbility to lift and move technology equipment and perform duties supporting district-wide technology operationsSupervision and leadership skills, including the ability to delegate tasks effectivelyExcellent oral and written communication skills, including the ability to deliver presentationsPreferred Qualifications (Knowledge, Skills and/or Abilities):Bachelor's degree in Information Technology, Computer Science, Business Administration, or related fieldExperience coordinating device deployments, rollouts, or large-scale technical initiativesExperience working with K12 technology infrastructure and supportRelevant technical certifications such as ITIL Foundation, CompTIA A+, Network+, or similar certificationsPhysical/Mental Requirements:Must have adequate manual dexterity to write legibly and perform required duties on the computer.Must have adequate visual acuity to read, interpret and transcribe written material and other required duties.Requires normal range of hearing and clear speaking abilities to interact appropriately with others in person and on the telephone.Physical agility, able to bend, stoop, sit on the floor, walk, reach and climb stairs.Requires some stooping, bending, stretching and occasional lifting not to exceed 25 pounds.Sitting for prolonged periods of time.May periodically require work outside of normal business hours, including weekends, under sometimes stressful conditions in order to meet business needs and strict deadlines.Work Environment:Office duties will be performed in a well-lighted, climate controlled environment.Reports To:Director of Client ServicesFSLA Status:ExemptCompensation:Schedule 805 Work Days: 242 FTE: 100