MAJOR RESPONSIBILITIES:

Provides assistance in the daily directions and communication to employees on incident resolution, customer support and other areas of service; Provides continual evaluation of processes and procedures; Assists in the assigning of appropriate team members for resolution of service related issues within assigned school districts; Prepares for and leads meetings with SCRIC staff to review open incidents, projects and other topics; Interacts with school district staff to ensure that service related issues are resolved quickly and professionally; Communicates regularly with SCRIC teams regarding service operations, providing the critical link between service organizations and service management; Works with supervisor and IT Project Coordinators on the development of long range plans, policies and procedures; Enforces departmental policies and procedures within the department; Reviews quality of customer support provided to school districts in terms of resp...