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Manager, IT Support Services

4 months ago

Houston, United States KIPP Foundation Full time

Full-time
- Start Date: Immediate opening
- Department: Regional Support and Leadership

**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.

**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.

**Q