Senior Director, IT Support Services

Company Description

About KIPP Texas Public Schools 

KIPP Texas Public Schools is a network of 54 public charter, open-enrollment, pre-k-12 schools educating nearly 30,000 students across Austin, Dallas-Ft. Worth, Houston, and San Antonio. Together with families and communities, our mission is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose - college, career, and beyond - so they can lead fulfilling lives and build a more fair world.

Founded in Houston in 1994 and operating as KIPP Texas since 2018, we are looking to hire a diverse team of 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 belongingness, academic success and joy. If you are passionate about joining a mission and values-driven community who wants every child to want 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

KIPP Texas seeks a dynamic Senior Director, IT Support Services who will report to the Deputy Chief of Information Technology and lead our critical IT support services (help desk) function. This is an exciting opportunity to drive innovation in service delivery, focusing on continuously improving the quality, efficiency, and overall user experience of our technology support. The Senior Director will partner with senior and functional business leaders to align IT service delivery with the district's strategic direction. This role demands a strategic executor who can leverage technology solutions to provide optimal support levels, manage resources effectively, and minimize operational risks while ensuring our services scale to meet the evolving needs of our educational community.

Key Responsibilities

Strategic Direction Setting

• Develops and leads strategic IT service delivery and support functions, ensuring the effective operation and maintenance of educational technologies to advance KIPP Texas' mission and student success.

• Proactively keeps abreast of emerging technology and service delivery trends relevant to K-12 education, and strategically develops and implements service delivery models that leverage these innovations.

• Strategically ensures that IT service delivery systems, tools, and processes possess the functionality and scalability necessary to support and accelerate the continued growth and evolving needs of KIPP Texas.

• Develops well-articulated business cases for investments in hardware, software, and cloud capabilities.

• Fosters a culture of continuous improvement and actively identifies and implements innovative ways to streamline IT service delivery operations and enhance the user experience for KIPP Texas stakeholders.

• Collaborates strategically with the Deputy Chief of Information Technology to ensure business and technological synergies are leveraged effectively across all IT functions to best serve the needs of KIPP Texas.

Service Delivery

• Oversees the management of KIPP Texas' IT Service Management (ITSM) framework and the daily operations of service delivery and customer interaction services, including the help desk and desktop support, ensuring efficient and effective support for the educational community.

• Develops and implements clear IT service delivery standards, incorporating relevant metrics (educational SLAs/KPIs), comprehensive documentation, and effective user communication and training strategies.

• Implements service improvements based on incident analysis and root cause, focused on preventing recurrence and enhancing user experience.

• Develops a strategic framework for the effective integration of new technologies within IT service delivery functions to improve educational support and user experience.

• Conducts regular stakeholder meetings for continuous service improvement, aiming to empower teaching and learning with excellent tech support.

Functional Management

• Holds responsibility for strategic financial planning, prudent expense management, and effective staff management within the IT service delivery functional area, aligning resource allocation with the educational priorities of KIPP Texas.

• Analyzes the evolving technology needs of KIPP Texas and evaluates and recommends