Senior Manager, IT Support Services at KIPP

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 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. Service Delivery • 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. 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.