Manager, It Support Services (Immediate)

Job Description
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.