Senior Manager, IT Support Services

KIPP Texas Public Schools • Houston, TX

17h • Hybrid

About The Position

KIPP Texas Public Schools is a free, public charter school network with more than 45 Pre-K - 12 schools across Austin, Dallas-Fort Worth, Houston, and San Antonio. With over 30 years in Texas, KIPP Texas works with families and communities to prepare students for college, career, and beyond, providing a high-quality, well-rounded education built on academic success and personal growth. KIPP Public Schools is a national network of 278 schools with nearly 16,500 educators and 190,000 students and alumni. The KTX Senior Manager, IT Support Services reports to the Senior Director of IT Support Services. This role 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 collaborates with senior leadership to develop a service delivery strategy that balances rapid technical resolution with fiscal responsibility through precise inventory control, executing this strategy to deliver superior service levels while controlling costs and mitigating business and operational risk. The role also involves leveraging technology solutions to provide appropriate service and support for current needs and expected organizational growth.

Requirements

• 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.
• 8+ years of professional experience in device support or a similar role, with at least 2 years of recent experience as a Manager.
• 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.
• Reliable transportation is needed for travel between campuses.
• Ability to maintain emotional control under stress.
• Work with frequent interruptions.

Nice To Haves

• 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.

Responsibilities

• 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.
• Responsible for the regional accuracy of 35,000+ 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.
• Oversees the management of the organization’s 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.
• 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.
• 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.

Benefits

• 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.
• Legal plans (employee-paid).
• LifeLock identity protection (employee-paid).
• Life insurance (employee-paid).
• Disability insurance (employee-paid).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees