Senior Manager, IT Support Services

Job Description

Job Description

Company Description

KIPP Texas Public Schools is a network of 59 public charter, open-enrollment, pre-k-12 schools educating nearly 34,000 students across Austin, Dallas-Ft. Worth, Houston, and San Antonio. Together with families and communities, our mission is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose —college, career, and beyond—so they can lead fulfilling lives and build a more fair world.

Founded in Houston in 1994 and operating as KIPP Texas since 2018, we are looking to hire a diverse team of dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. KIPP Texas is a team and family with an unwavering commitment to creating classrooms, offices, and communities rooted in belongingness, academic success and joy.

KIPP Texas is part of the national KIPP network of 255 college-preparatory public charter schools in 20 states and the District of Columbia. Nationwide, KIPP students complete four-year college at a rate of 36 percent, comparable to the national average for all students.

The Opportunity

The KTX Senior Manager, IT Support Services reports to the KTX Deputy Chief of Information Technology. The KTX Senior Manager, IT Support Services is responsible for leading their assigned region’s Information Technology support services (help desk) function and overseeing the continuous improvement of service quality, productivity and customer satisfaction. The Senior Manager works with senior management and functional business management to understand the strategic direction of the organization to develop the Information Technology service delivery strategy. The Senior Manager will execute on that strategy to deliver superior levels of service while controlling costs and exposure to business and operational risk. The Senior Manager leverages technology solutions to provide the appropriate level of service and support to meet current needs and expected growth of the organization.

Key Responsibilities

Strategic Direction Setting

• Manages the Information Technology service delivery and customer support engagement functions. Supports and maintains staff, student and classroom devices, device imaging, lab devices and carts, audio visual, printers, copiers, mobile phone devices, and other technologies as adopted by KTX.

• Keeps abreast of emerging technology and service delivery trends, develops and implements the service delivery model that takes advantage of these trends.

• Ensures that IT service delivery systems and tools have the functionality and scalability necessary to enable and accelerate the continued growth of the organization.

• Develops a business case for investment in hardware, software and/or cloud capabilities with the best organizational design to support business operations.

• Promotes continuous improvement and innovation and ways to streamline service delivery operations.

• Collaborates with the Information Technology L:eadership Team to ensure business and technological synergies are taken advantage of in the best possible manner.

Service Delivery

• Oversees the management of the organization’s IT Service Management (ITSM) and the day-to-day management of service delivery and customer interaction services including help desk/desktop services.

• Develops and implements IT service delivery standards, metrics (customer facing and internal department), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.

• Develops and implements service improvement plans based on the outcomes of incident reports and root cause analyses.

• Creates the foundation for embedding new technologies into service delivery functions.

• Conducts regular, interactive meetings on continuous service improvement with key stakeholders with the goal of providing exceptional customer experience.

Functional Management

• Responsibility for financial planning, expense management, and staff management within the IT service delivery functional area.

• Analyzes business needs, and evaluates and recommends technical solutions that align IT Support Services with business needs.

• Directly manages customer service delivery, support services ticketing system, analytics/service dashboards, knowledge base, and customer portal.

• Oversees the problem management process and drives proactive analysis of service delivery issues until their successful resolution and recommendations to prevent future occurrences.

• Establishes and manages procedures to ensure effective support coordination between IT Support Services (tier 1) and tier 2/3 resources across IT teams.

• Provides training for new employees on technology and devices, on-going customer training on IT systems and smart self-service.

• Develops IT policies. procedures, and guidelines for the management of all aspects of IT service delivery.

• Supervises IT Support Services staff and manages day to day workload and support of IT systems and services.

Staff and Leadership Development

• Co-Manages the development of SMART goals for the IT support services function and the annual performance review process for staff.

• Co-Leads, trains and develops staff for maximum effectiveness.

• Contributes to organization-level goals for talent development, diversity, and inclusion.

• Works in accordance with KIPP Texas policies and regulations.

Qualifications

• Bachelor’s degree in Management Information Systems, Information Technology, a related field, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired.

• 8+ years of professional experience in device support or a similar role, with at least 2 years of recent experience as a Manager.

• Technical Certifications A+, Network+, Cisco Certifications, Microsoft Certifications, ITIL and CompTIA a plus.

• Experience working in a school district, non-profit or government agency is a plus.

Skills

• Ability to develop strategic initiatives and oversee the development of long-term plans and proposals to support business objectives.

• Ability to challenge, convince and manage multiple business stakeholders.

• Ability to effectively drive business, culture, and technology change in a dynamic and complex operating environment.

• Strong business acumen; understands key financial drivers and dynamics related to growth and financial goals.

• Excellent organizational skills and demonstrated ability to manage multiple competing priorities and assignments.

• Excellent interpersonal skills and customer focused approach.

• Excellent verbal and written communication skills.

• Extensive experience with technical troubleshooting processes, Microsoft Office 365, Cisco network and wireless environments,

• Experience with ITIL and Zendesk customer service software/customer interaction support platform.

• Team oriented mindset.

• Full knowledge of project, risk and operations management.

Compensation and Benefits

Salary is based on years of experience, degree of education, and level of expertise.

As a full-time KIPP Texas employee you are eligible to participate in all KIPP Texas’ benefit plans. KIPP Texas offers a robust variety of benefits choices with competitive rates, including medical, dental, and vision options, life insurance, fertility, and disability plans starting as low as $25/month.

KIPP provides equal employment opportunities for all applicants and employees. As an equal opportunity employer, we hire without consideration of race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.