Manager, IT Support Services

Job description

Job Description

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.