Position Overview

The Supervisor of Digital Experience manages a large team of distributed Digital Experience staff responsible for providing exceptional client experiences and effective technology solutions for district staff and students. This leader fosters a culture which emphasizes an innovative and creative approach to problem solving and utilizes complex analytics to ensure that service levels are achieved, technology assets are tracked, and client expectations are met or exceeded.

Roles and Responsibilities

• Leverages IT Information Library (ITIL) processes to define, document, and maintain processes and procedures that ensure all district schools have a consistent and reliable digital learning environment and robust services that provide enterprise value.
• Utilizes KPI’s and other complex analytics to make informed decisions on team and staff performance, process effectiveness, and ensure client satisfaction.
• Interfaces with LCPS School Board Members, Senior Staff, Principals, and other stakeholders to build service level agreements, set expectations, and measure client satisfaction and team performance.
• Analyzes support metrics to discover and resolve performance gaps at the school, department, or division level.
• Represents the Division state-wide during conferences, panel discussions, and other education and industry events.
• Researches and facilitates the trial of emerging technologies; Consolidates findings for senior leadership review.
• Manages, trains, coaches, and mentors inspiring digital experience leadership staff.
• Evaluates staff and manages a team-based budget.

Qualifications

• Bachelors’ Degree in Computer Science or related field
• Six years of technical and managerial experience in a service desk environment supporting a varied customer base
• Strong technical knowledge across application, system, and workstation support
• Formal Training and experience in a recognized Service Delivery model (i.e. ITIL)
• Self-motivated and directed, with strong organizational skills and keen ability to prioritize and multitask
• Excellent organizational skills and the ability to work independently
• Excellent interpersonal, written, and oral communication skills
• ITIL, Six Sigma, and/or ITAM Certification a plus

Physical Requirements 

While performing the duties of this job, the employee is regularly talking, expressing or exchanging ideas by means of the spoken word. The employee must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. The employee must possess normal cognitive abilities including the ability to learn, recall and apply certain practices and policies. Frequently sitting and/or remaining in a stationary position for long periods of time. Exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Telework Disclosure

Employees who perform the responsibilities of the above position have been identified as having the potential to telework. Telework is defined as completing one's duties and responsibilities at a site other than one's assigned duty location. In order to be eligible for telework privileges, an employee must have demonstrated consistent, positive performance and have the support and approval of their direct supervisor. In addition, these employees must have reliable high-speed internet and a designated workspace that allows them privacy while completing sensitive and confidential work. Employees who are non-exempt and are teleworking will work their required scheduled hours and gain approval from their supervisor if they work more than 8 hours a day or more than 40 hours in a workweek. Teleworking privileges can be amended, changed, or revoked based upon the performance of the employee, as well as the needs of Loudoun County Public Schools. 

FLSA status: Exempt

Months/Days/Hours: 12 Months/ 248 Days/ 8 Hours

Reports to: Director, Digital Experience

Telework Eligible: Partial