Manager, IT Support Services

Job Description

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.

• 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.

• 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.

• 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

• 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's mission and core values.

• 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.

Additional Information

Compensation and Benefits:

In addition to a competitive salary scale, a part of KIPP Texas’ competitive benefits options, KIPP offers all employees an $0 HMO plan for the employee only. In addition to our $0 plan, KIPP provides a $600 employer contribution towards a Health Savings Account and a variety of other supplemental benefits such as Dental, Vision, Short and Long-Term Disability, Pet Insurance, Life, etc.