Senior Manager, IT Support Services

Company Description

About KIPP Texas Public Schools

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, we work together with our families and communities to prepare students for college, career, and beyond! Our schools provide a high-quality, well-rounded education built on academic success and personal growth, where all students learn and thrive in a productive, safe, and joyful way!

As one of the earliest charter networks in Texas—founded in Houston in 1994 and operating as KIPP Texas since 2018—we hire dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in academic success and joy. If you are passionate about joining a mission-driven community that wants every child to "run to school," the KIPP Texas Team and Family is for you!

KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.

Job Description

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 p