Position Title: Assistant Director, Operations Service Center

Job Title: Assistant Director, Operations Services Center

Function: Information Technology

Family: IT Service Delivery

Reports to: Director, IT Services Pay Grade: E16

Terms of • 230 days per year. FLSA Classification: Exempt
Employment: • Non-Chapter 21 employment agreement.

• Salary is in the pay grade E16 on the Exempt

• Entry salary is at $64,639.20 with consideration

Funding
This position is locally funded.

Source:

Job Scope
Oversees daily operation of one or more functions of a department or a campus. Directs staff in the development
and implementation of function or campus policies, procedures, and programs. Adheres to both district policy and
governmental regulations concerning function or campus operations. Manages team or campus structure,
development, training, and planning.
Position Summary
The Assistant Director of the Operations Service Center is responsible for assisting in the strategic planning and
execution of all Call Center operations. Key responsibilities include management and leadership of all systems and
processes for Information Technology (IT), Human Capital Management (HCM) and Facilities Services (FS) work
groups for the continuous improvement of an exceptional customer experience. Emphasis is on customer care,
quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call
quality and efficiency. A commitment to excellence is demonstrated through continuous staff development
programs enhancing employee engagement, service, knowledge, skills, and morale.

The Assistant Director’s success is measured by the organization’s ability to provide high quality services while
meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of
new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively
contributes to the overall company operational targets as well as the daily business decisions.

The Assistant Director of the Operations Service Center executes the vision for the operation ensuring the Service
Center meets customer and organization needs. The successful Assistant Director is continually engaged in leading
and inspiring their team in developing and documenting best practices in the performance of all duties and
responsibilities.

Essential Functions / Key Responsibilities

1. Provides strong, dynamic leadership that mentors, develops, and guides a cross functional team to
efficiently leverage the value of every call.

Revised: 08/09/2023

2. Ensures the Operations Service Team provides first-line support striving to provide excellent high ratio
first-line job call resolution. Coordinates analytic, strategic, and technical resources to meet client
expectations and ensures satisfaction.

3. Deliver results against a defined scope of work that includes measurable ROI, strategic innovation,
performance reporting, and human capital development,

4. Assists in developing, implementing, and maintaining effective internal and external Quality Assurance
(QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA)
performance.

5. Assists in developing and managing key performance metrics, coordinating, and collaborating with
department leadership ensuring customer satisfaction, and reporting statistical performance levels
related to Service Center.

6. Assists in creating, evaluating, and analyzing non-complex to complex CMMS data, reports, visualizations,
dashboards, etc. related to all Operations Service Center to include IT, HCM and Facilities operations;
promoting data-driven decision making across department.

7. Assists in the maintenance of the Service Management software and developing data analytics and
reporting for upper management.

8. Assists in developing and maintaining effective organization of responsibility, including efficient recruiting,
training, coaching, recognition, workflow patterns, performance standards, delineation of duties and
responsibilities, staffing levels and supervision.

9. Manages and expands client and coworker relationships, placing the goals of SAISD foremost when
interacting with others at all levels. Guide the environment that fosters teamwork and enhances task
accomplishment through positive and supportive cooperation. Participate in timeline development and
rule enforcement for meeting deadlines, quality standards, safety, and leadership training; develops and
regularly updates training materials for various trades/crafts.

10. Documents all trouble calls and their resolutions by adhering to procedures outlines for the service desk
staff.

11. Remains abreast and ensures compliance with Local (COSA), State, District and Federal policies and
regulatory agency guidelines and standards.

12. Performs other related duties as assigned within the appropriate skill and experience capabilities
expected for this position.

Minimum Requirements

• Bachelor’s degree from an accredited college or university or 4 years of equivalent experience.

• 10 years of related experience and

• 2 years of progressive leadership experience to include:

Knowledge, Skills & Abilities

• Effective leadership and analytical skills including working knowledge of financial statement analysis,

It is the policy of San Antonio ISD not to discriminate on the basis of race, color, religion, national origin, age,
sex, gender identity, gender expression, sexual orientation or disability in its vocational programs, services or
activities as required by Title VI of the Civil Rights Act of 1964, as amended; Title IX of the Education
Amendments of 1972; Section 504 of the Rehabilitation Act of 1973, as amended, and SAISD's board policies
DIA, FFH, and FFI.