Senior Manager, IT Support Services

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 regions 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 organizations 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 :

Qualifications

• Bachelors 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.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time