Jan 14, 2020
Associate Director of Technology Featured
About KIPP Bay Area Public Schools KIPP is a non-profit network of 224 college-preparatory public charter schools across the country educating early childhood, elementary, middle, and high school students. KIPP schools are united by a common mission, a commitment to excellence, and a belief that if we help children develop the academic and character strengths they need for college and choice-filled lives, they will be able to build a better tomorrow for themselves, for their communities, and for us all. There are currently 15 KIPP schools across the Bay Area educating nearly 6,000 students in East Palo Alto, Oakland, San Francisco, San Lorenzo, San Jose, and Redwood City and supporting over 3,000 alumni around the country. Position Overview The Associate Director of Technology will partner with the Director of Technology to co-manage our department and will play a vital role in the development and execution of KIPP Bay Area’s region-wide IT strategies, goals, and initiatives. In this role, they will supervise, mentor and coach a team of IT technicians responsible for providing technical support and services to students and staff across several KIPP schools. They will also lead or assist with projects and efforts to improve IT services and administration. The ideal candidate will have demonstrated success in managing and executing IT infrastructure projects of varying size and scale, as well as experience managing people. This position will report to the Director of Technology and is based in our downtown Oakland office with occasional travel to our schools around the Bay Area. Key Responsibilities: Manage a High-performing Helpdesk Team Manage 3 to 4 team members and their development for optimal performance through mentoring, training, and ongoing development plans. Own the delivery and management of our help desk, including high-quality customer service, Service Level Agreement adherence, and resolving escalated technical issues. Analyze help desk data and report on KPIs and trends to the IT department on a monthly basis, and more broadly as needed. Drive ticket analysis deep dives to uncover learnings and develop strategies for service improvement. Provide thought leadership on team structure, management, and operations in an effort to continuously improve service and value delivery. Lead & Oversee Technical Projects Lead and manage IT projects, including the installation and implementation of systems, infrastructure, hardware, and software. Create detailed project scopes, objectives, and timelines. Effectively manage projects and resources in order to complete projects on time and within budget. Vendor management to include selection, contracting, and managing associated work. Required Qualifications Bachelor’s degree required Minimum 3 years experience in an IT managerial role, with responsibilities including people management, training/development, and performance management Strong technical troubleshooting skills and ability to drive technical issues to resolution; ability to coordinate with external vendors to resolve issues Demonstrated customer service mindset; experience providing high-quality end-user support Passion for KIPP Bay Area Public Schools’ mission and a focus on what is best for students Excellent communication, organizational, and project management skills Positive attitude and sense of humor Additional/Preferred Qualifications Experience working with GSuite Admin functionality (administration, reporting, auditing) Proficiency in a programming language (e.g., Python, Bash, Powershell) which can be used to automate common IT tasks Work experience in a K-12 educational setting PMP Certification Compensation We are dedicated to you and your family's well-being! KIPP offers a competitive salary as well as a comprehensive benefits package including medical, dental, vision, and transportation benefits.
KIPP Bay Area Public Schools Oakland, CA, USA Full-time