Job Description

Here's what you need to know:

The Technology Support Manager’s primary responsibility is to coordinate desktop support across the school network. This person is a critical member of the regional operations team and works closely with the Directors of School Operations and other regional operations departments. The Technology Support Manager provides day-to-day management and oversight of the Technology staff members assigned to our schools, oversees and manages the rollout of Technology projects across the network, researches and implements strategic solutions, and assists the Director of Technology Support with special projects. The Technology Support Manager reports to the Director of Technology Support with a dotted-line relationship with thea regional Managing Director of School Operations.

Tech Support

• Oversees and supports Technology staff who provide technical support on all technology-related issues, including troubleshooting computer software and hardware problems, replacements/upgrades, and classroom technology
• Ensures all issues are expediently addressed, resolved, and documented with technician notes
• Maintains quality service by establishing and enforcing organizational standards
• Reviews ticket metrics to identify areas of growth and takes appropriate corrective action
• Actively raises issues and recommends improvements to tech support services
• Provides technology orientation and training to staff

Management of IT Staff

• Sets IT staff member goals and holds the team accountable for meeting goals
• Meets with IT staff weekly to provide coaching and feedback on performance
• Assists IT staff with prioritization of workload and execution on meeting service level agreements
• Encourages and fosters a team environment with a goal-oriented mindset
• Ensures that IT staff are communicating with school-based operations teams, including DSOs and School Leaders, as appropriate
• Develops personal growth opportunities for staff, including coordinating professional development
• Maintains staff by recruiting, selecting, orienting, and training employees; ensures adequate staffing, including hiring temps and interns to cover peak periods

Relationship Management

• Builds and maintains healthy relationships between the schools, KTAF departments, and the Technology department
• Communicates and meets with school leadership regularly to ensure that our scholars and teachers are fully supported
• Maintains an open relationship with our vendors to hold them accountable to their service levels
• Engages with current and new vendors to research new products and solutions
• Discovers and leverages new opportunities with external parties to strategize in support of our mission
• Drives spring purchasing conversations with schools to ensure accurate, applicable equipment is purchased

Project Management

• In close collaboration with the Director of Technology Support, assumes responsibility for special technology projects that are rolled-out at schools across our network
  • Sets schedule and deliverables for each tech project and holds team accountable to meet deliverables
  • Ensures that stakeholders receive regular communication regarding the status of their projects
• Coordinates successful tech implementation of state testing, including NJSLA and WIDA
• Researches solutions to make technology systems more efficient across our schools and network and makes recommendations to the Director of Technology Support
• Actively participates in developing and implementing the technology strategy for our network
• Assumes responsibility for coordinating the technology summer projects to support school growth, moves, and annual maintenance

Qualifications

Must Haves:

• 5+ years of progressive experience in IT, with at least 3 years of demonstrated expertise in team leadership.
• Bachelor’s degree in Computer Science, Information Technology, Education, or a related field, or equivalent professional background.
• Strong track record of leading and coaching technical support teams.
• Experience managing technology projects and coordinating cross-functional work.
• Strong technical proficiency in Windows operating systems, networking fundamentals, wireless infrastructure, and endpoint management; experience supporting classroom technologies and multi-device environments in a K–12 environment strongly preferred.
• Skilled in analyzing support data to improve systems and services; familiarity with IT service desk tools, such as Zendesk.
• Experience supporting multi-site organizations, ideally within the education sector.
• Knowledge of educational technology compliance requirements, such as FERPA.

More about our ideal candidate:

• Operationally excellent, with a bias toward action and outcomes.
• Strategic thinker who also thrives in execution and problem-solving.
• Skilled leader and coach with a track record of managing and developing teams, fostering a culture of continuous improvement.
• Collaborative and service-oriented, with the ability to partner across a wide range of stakeholders.
• Strong communicator with excellent interpersonal and written skills.
• Organized, detail-oriented, and adaptable in a fast-paced, dynamic environment.
• Deep commitment to equity, excellence, and the mission of helping students succeed.

Additional Information

The salary range for this hybrid role is $100,000 - $125,000, commensurate with experience.

In addition to a competitive salary, KIPP TEAM & FAMILY offers a full comprehensive benefits plan, including health care, retirement, a school laptop and transportation benefits for TEAMmates commuting into New Jersey from the New York City area.

KIPP New Jersey | KIPP Miami is an equal opportunity employer