Manager, IT Support Services - Houston, United States - KIPP Texas Public Schools

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 just world.

Founded in Houston in 1994, and operating as KIPP Texas since 2018, our commitment to diversity, equity, inclusion, and antiracism in our classrooms, in our offices, and in the communities we serve is unwavering.

We are looking to hire a diverse team of dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed.

Join our Team and Family and champion equity, chase excellence, persist with purpose, bring joy, and help us rise together.

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 and approximately three times higher than the average of students from low-income communities.

You can see all our job opportunities at

Job Description

The Opportunity

The Manager, IT Support Services reports to the KTX Director, IT Support Services. The

Manager, IT Support Services is responsible for leading a team of senior technicians and technicians responsible for supporting and maintaining IT systems and services.

In addition, this role is responsible for Tier 1 and Tier 2 support, plus Tier 3 support including New Employee Onboarding, Event Equipment Support, Board Equipment Support, Device Standards, Internal/External Metrics, Communications and Training, IT Audit and Vendor Management.

The Manager is the escalation point for technical problem resolution for the Sr. Technician and Technicians.

Key Responsibilities

Functional Management

Supervises IT Support Services staff and manages day to day workload and support of IT systems and services.
Assists with the development of IT policies, procedures, and guidelines for the

management of all aspects of IT systems and services, risk mitigation, business

continuity, and operational support.

Oversees Tier 1 and Tier 2 technical support including the installation and

troubleshooting of (client, cloud, and network based) software, technology related

hardware and peripheral devices, new hardware deployment, device imaging and

documentation.

Provides Tier 3 technical support including New Employee Onboarding, Event

Equipment Support, Board Equipment Support, Device Standards, Internal/External

Metrics, Communications and Training, IT Audit and Vendor Management and is the

escalation point for technical problem resolution for the Sr. Technician and Technicians.

Develops working knowledge of IT systems and services in order to provide support to internal customers with a strong focus on high quality customer service.

Reviews and recommends technical solutions and potential improvements to resolve issues, prevent recurrence of problems, or improve reliability.
Serves as lead for technology projects including asset audit, active directory migrations, school openings, laptop refreshes, device rollout.
Oversees asset management.
Assists in the development of the IT Support Services operating budget.
Builds a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.

Service Delivery

Assists with the development and implementation of IT Support Services standards,

metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs),

documentation, communications, and training.

Manages and oversees workload to meet established SLAs and KPIs.
Evaluates and interprets requirements of key business stakeholders and end users to develop and implement solutions.
Resolves IT systems and services related issues, service requests and problems within established parameters.
Provides status updates to stakeholders that adhere to organizational and

departmental communication guidelines.

Develops working knowledge of IT industry best practices for continuous service

improvement including reviewing and adapting knowledge base and procedures.

Provides progress reporting for all assigned projects including estimates, risk analysis, and time spent.

Staff and Leadership Development

Manages the development of SMART goals and conducts the annual performance

review process for staff.

Leads, trains and develops staff for maximum effectiveness.
Contributes to team goals for talent development, diversity and inclusion.
Works in accordance with KIPP Texas corporate policies and regulations.

Qualifications

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.

5+ 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

Skilled in diagnosing and resolving complex IT issues and problems (Tier 1, Tier 2 and higher).
Ability to assess IT issues and recommend and implement agreed upon solutions.
Ability to work both on broad-based strategy and everyday details.
Strong communication and interpersonal skills, with an ability to communicate

effectively and professionally; including, the ability to communicate technical

information in a clear and understandable manner to non-technical stakeholders.

Ability to perform effectively in a dynamic and complex operating environment.
Excellent planning and organizational skills and demonstrated ability to manage multiple competing priorities and assignments.
Experience with desktop operating systems including Windows, Mac and Chrome. Also

Active Directory, Google Admin console and mobile device management platforms, asset

management and service delivery management.

Ability to produce clear written materials.
Team oriented mind-set.
Customer focused and goal orientated with keen attention to detail.
Alignment with KIPP Texas' mission and core values.

Additional Information

Compensation and Benefits

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, and disability plans.

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.

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