Senior Manager, IT Support Services

The KTX Senior Manager IT Support Services reports to the Senior Director of IT Support Services. The KTX Senior Manager IT Support Services is responsible for leading a dual-focused regional team that delivers high-tier technical troubleshooting and rigorous asset lifecycle management while overseeing the continuous improvement of service quality productivity and customer satisfaction. The Senior Manager works with senior leadership to develop a service delivery strategy that balances rapid technical resolution with fiscal responsibility through precise inventory control. 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.

ROLE 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 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.

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

• Collaborates with the Information Technology Support Services Leadership Team to ensure business and technological synergies are taken advantage of in the best possible manner.

Asset Lifecycle & Operational Accountability

• Responsible for the regional accuracy of 35000 assets; ensures all device movements (deployment repair or EOL) are tracked in real-time.

• Manages the regional damage rate for hardware; coordinates with vendors (iTurity/CDW) to minimize downtime while optimizing repair and warranty costs.

• Conducts regular campus visits and partners with School Ops (APOs/SPMs) to ensure that device controls are followed and that student technology fees/insurance processes are aligned with inventory data.

• Provides leadership with regular analytics on damage trends and inventory health to inform budget and procurement decisions.

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.

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

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

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

Functional Management

• 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.

• Implement 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

• Drive SMART goals for the IT support services function and the annual performance review process for staff.

• Model lead trains and develops staff for maximum effectiveness.

• Contributes to organization-level goals for consistent talent development.

• 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.

COMPETENCY AND SKILLS:

• Strong technical leadership background combined with logistics-first mindset.

• 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.

Physical Requirements: 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The person in this position needs to be able to move about inside and outside the school throughout the workday.

• The candidate is expected to attend conferences meetings and training sessions both virtually and in person within the Region. 

Additional Requirements:

• Reliable transportation is needed for travel between campuses

• Ability to maintain emotional control under stress.

• Work with frequent interruptions.

Work Environment: 

Hybrid work - Reports to the central office or schools three days a week

Travel Requirements: 

Minimal travel: May travel to other school sites or regional offices for professional learning meetings and other work related activities.

Additional Information :

What We Bring to the Table: 

• Comprehensive medical dental and vision plans with coverage options for employees and their families. 

• Competitive vacation and flexible paid time off (PTO) policies.

• Paid family leave.

• Flexible spending account or high-yield HSA.

• Employee assistance programs. 

• KIPP also offers the following employee-paid benefits: legal plans LifeLock identity protection life insurance and disability insurance

EEO:
KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race creed gender color national origin religion age sexual orientation or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment.

Remote Work :

No

Employment Type :

Full-time