Job Description

Category: District Leadership
Job Function: Administration
Department: Technology Support Zone 1

Summary

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The Technology Support Coordinator plays a mission-critical leadership role in the Strategy and Technology Division, ensuring that technology services proactively empower learning, safety, and operational excellence across the district. This leader oversees a team of Technology Support Specialists and other personnel to deliver timely, high-quality support that enables each student, teacher, and staff member to thrive. With a focus on partnership, this position supports teachers, staff, and administrators as valued teammates, while keeping students and families--the district's ultimate customers--at the center of every decision and action. Through data-informed operations, service design, and relationship-building, the coordinator fosters a responsive, respectful, and reliable support culture that strengthens the district's strategic mission.

Essential Duties

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Leadership and Supervision:

Provides leadership and day-to-day oversight of Technology Support Specialists and other assigned personnel, including those supporting help desk operations, field support, logistics, and device repair

Sets clear performance expectations, conduct formal evaluations, and support professional growth aligned with division and district priorities

Collaborates with Strategy and Technology leadership on strategic planning, staffing models, and the alignment of services to school needs

Builds a culture of ownership, professionalism, and continuous improvement across all assigned teams, with a shared focus on enabling student learning and supporting families

Establishes and monitor SMART goals and key performance indicators (KPIs) that reflect service quality, responsiveness, and teammate satisfaction

Contributes to districtwide planning and execution for initiatives such as device rollouts, testing support, inventory refreshes, new school openings, and special projects

Service Operations Management:

Oversees daily service operations within the assigned functional area

Monitors ticket queues, work orders, and other service channels to ensure timely, effective, and equitable support for all schools and departments

Implements and maintain support documentation, troubleshooting guides, SOPs, and knowledge base articles to enable consistent service delivery

Leads structured analysis and escalation processes to identify root causes and resolve recurring issues at the systems level

Analyzes service trends, identify performance gaps, and recommend improvements to workflows, tools, and staffing plans

Ensures all support practices align with cybersecurity protocols, device accountability procedures, and technology asset management standards

Teammate Experience and Communication:

Treats all district employees as teammates by fostering strong, respectful relationships grounded in trust, collaboration, and service

Serves as a liaison between support teams and schools, departments, or other district offices to ensure clear, timely communication and responsive issue resolution

Coordinates field visits, onsite rotations, and project-based support deployments to ensure consistent and visible service at every school and location

Leads communication efforts during system changes, device rollouts, or service disruptions, ensuring teammates receive timely, accurate information

Collects and use feedback from school and district teams to improve documentation, training, and user-facing support practices

Leads service recovery efforts with professionalism, transparency, and a commitment to follow-through

Mission-Driven Service:

Centers all technology support operations around the district's mission to create safe, supportive, and effective learning environments for every student

Recognizes that students and parents are the district's customers, and ensure services are designed to meet their needs with clarity, care, and reliability

Reinforces with all assigned staff the importance of their role in supporting student success through excellent service and communication

Promotes a service culture where technology support is seen as a critical enabler of instruction, operations, and family engagement

Maintains effective relationships with internal departments and schools to support district strategy and technology initiatives

Stays abreast of developments in technology trends, industry standards, and best practices to ensure the efficient delivery of technology services

Represents the district in meetings, workshops, and conferences as appropriate

Performs other duties as assigned by the Director of IT Support or appropriate administrator

Required Education

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Bachelor's Degree in a closely related field required, or equivalent experience (2 years of similar work level experience =1 year college); IA combination of experience and education may be used to meet the Bachelor's Degree requirement

Certification/Licensure

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None required

Experience Qualifications

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Minimum 5 years in technology related role with a minimum 2 of those years in a lead/supervisory role in service support and computing support call team


Leadership experience in IT support operations, ideally within a public sector or K-12 educational context Demonstrated success in team management, service optimization, and user experience improvement

Knowledge/Skills/Abilities

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Exhibits a strong focus on teammates and customer service and demonstrates the ability to build a team with that same focus Strong working knowledge of devices, operating systems, support platforms, and basic networking Proficiency in Microsoft 365 and collaboration tools (Outlook, Teams, SharePoint, OneDrive) Familiarity with service frameworks like ITIL; certification is preferred Outstanding interpersonal and communication skills Ability to lead teams, manage projects, and engage teammates with empathy and strategic insight Knowledge of educational platforms (e.g., Student Information Systems, digital learning tools) is a plus Experience in providing detail reports for KPIs associated with service desk incidences Ability to develop implement, monitor, and evaluate program goals and initiatives Ability to supervise and work effectively with departmental personnel Good decision-making and problem solving skills Excellent organizational and leadership skills

Working Conditions

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Normal office environment

Physical Demands

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Routine physical activity associated with normal office environment Lifting is required due to the nature of tasks (up to 50 lbs.) Posting ID: 33312
It is the policy of the Fulton County School System not to discriminate on the basis of race, color, sex, religion, national origin, age, or disability in any employment practice, educational program, or any other program, activity, or service. If you wish to make a complaint or request accommodation or modification due to discrimination in any program, activity, or service, contact Compliance Coordinator Gonzalo LaCava, 6201 Powers Ferry Rd, NW, Atlanta, Georgia 30339, or phone 470-254-4585.TTY 1-800-255-0135.

Nearest Major Market:

Atlanta