Role Mission: A Regional Manager of Technology Operations act as a Technology Operations manager to the roles of Computer Technician, Sr. Technician, and Computer Technical Assistant. They provide leadership and guidance with the effort to support their team with campus issues and district IT projects. Such projects include campus initiatives, trainings, registration, lab setups, inventory and staff computer deployment. A Regional Manager of Technology Operations is also responsible for leading their team by engaging in more proactive planning, support, and organizing the campus tech staff to be flexible and adaptable in meeting the changing needs of the IDEA Public Schools population. This role of management will offer proficient technical knowledge, solutions, and expert advice to campus partners and work hand in hand with Technical Staff, Regional Directors of Operations, and Assistant Principals of Operations to support instruction through highly functional campus technology
What You’ll Do – Accountabilities:
Meet Helpdesk ticket expectations (95% Helpdesk tickets completed within 48hrs) and improve individualized client support by receiving feedback through helpdesk surveys and focus groups for the region(s) (95% user satisfaction rating from each school).
- Enforce a culture of Helpdesk ticket entry
- Follow up with users and technicians to build capacity and relationships to problem solve in the future
- Maintain the highest level of customer service and support, measured by Helpdesk reports, campus visits, and surveys
- Establish a remote support culture at sites, measured through Helpdesk remote reports
- Address the largest issues affecting campuses by proactively engaging in professional development (PD) sessions, newsletters, and FAQs
- Schedule time during faculty PD throughout school year
0% of Campus Operating Projects completed on time based on Technology Operations Campus Playbook for the region(s)
- Any ticket entered by a client requiring more than 48 hours is a project (ex. setting up a lab); change the ticket status to project and inform user of change and timeline for completion
- Testing set-up 2 weeks prior to state testing
- RRC and blended learning spaces
- Annual computer inventory for students and staff
- Biannual disposal of old IT equipment
- Annual IP address inventory for campus projectors, printers, copiers, servers, and workstations and addition of all new equipment IP addresses
- MDF/ IDF IT Closet Inventory
- Set up and provide technical support for events including pep rallies, celebrations, and assemblies
100% of schools are safe and operational two weeks before the FDOS for the region(s).
- Maintain IT equipment and have 100% of IT equipment set up and ready one week prior to FDOS (including computers, mobility, software, projectors, copiers/printers, network infrastructure and security)
- Innovate campus technology by serving as a feedback partner not only to campus leadership but with IT Tech Team
- Find solutions to items affecting campuses, with the intent of increasing teacher instruction efficiency by checking Helpdesk reports and proactively addressing trends
- Work with campus leadership by providing expertise and solutions involving anything from campus repairs to technical questions and quotes
- Give recommendations for what hardware meets hardware, network and security requirements, as new products become available
- Create IT how-to documents and FAQs based on issues affecting specific campuses
- Success measured by
- 100% of staff have proper technology and account access by FDOS
- 100% of projectors are ordered, installed, and ready for instruction by FDOS
- 100% of schools have network and systems by FDOS
- 100% of labs are setup by FDOS and ready for students
- 100% of front office equipment is setup and ready to admit visitors
- 100% of student laptops/CoWs are setup and ready for deployment
85% retention of Technology Operations team members
- Execute on best practices for hiring and developing needed talent at campuses and regions to meet division goals
- Partner with Staffing and Compensation team to maximize pool of available hires and retain veterans through compensation reviews
- Lead annual on-boarding and Summer Institute training initiatives, as well as monthly TechOps stepbacks, to ensure every team member is developing knowledge and skills to be successful in their roles
- Invest and develop Computer Technicians to empower support and successful partnerships with campuses.
- Scale and institutionalize hiring practices at regional level, resulting in 100% staffing by BoY, minimal attrition through the year, and continuous monitoring of external hiring markets to maintain competitiveness
- Successfully scale authentic implementation of Staff Development Cycle org wide for TechOps personnel, ensuring every tech engages with key operating mechanisms (check-ins, 2x2s, etc>0 and receives clear, actional feedback for personal and professional growth
95% average customer satisfaction on Zendesk tickets for the region(s).
- Improve individualized client support by implementing feedback received from Helpdesk surveys and focus groups to achieve 90% user satisfaction rating from each school
We look for Team and Family who embody the following values and characteristics:
- Believes and is committed to our mission and being an agent of change: that all students are capable of getting to and through college
- Has demonstrated effective outcomes and results, and wants to be held accountable for them
- Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
- Works with urgency and purpose to drive student outcomes
- Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
- Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
- Works through silos and forges strong cross-departmental relationships in order to achieve outcomes
- We believe in education as a profession and hold ourselves to high level of conduct, professionalism and behaviors as models for our colleagues and students
Supervisory Responsibilities (if applicable):
- Manage and develop Technology Operations staff roles such as Computer Technician, Sr. Computer Technician, and Computer Technical Assistant.
- Staffing Level: IDEA Public Schools has one Regional Manager of Technology Operations to manage every 3-10 Campus Technology Operations Staff along with their respective region(s).
What You Bring -- Competencies:
- Mission Focus – focuses on IDEA’s core purpose of getting all students into college
- Record of Results – holds high expectations for self and others to achieve and surpass intended goals
- Problem Solving – able to synthesize, analyze, and prioritize data and opportunities to develop strategies for achieving quantifiable goals
- Communication – effectively conveys information using a variety of channels and techniques
- Continuous Improvement – proactively identifies opportunities to improve and consistently reflects on past actions to guide future decisions
Knowledge and Skills:
- MS Excel
- Training design and development
- Data analysis
- Project management
- Strong written and oral communication skills
- MS SharePoint Online
- Leading and developing specialist teams
- Asset management systems
- Lease management
- Education: Bachelor’s degree in computer science, information systems, information management, or equivalent.
- Experience: 4 years of technical support experience, 1 year of supervising or managing experience in a technical role
What We Offer
- Salaries for people entering this role typically fall between $60,569 and $72,683, commensurate with relevant experience and qualifications and in alignment with internal equity. This role is also eligible for a performance bonus based on individual and organizational performance and goal attainment.
We offer a comprehensive benefits plan, covering the majority of the employee premium for the base medical plan and subsidizing the majority of costs for a spouse/domestic partner and children. Other benefits include dental and vision plans, disability, life insurance, parenting benefits, flexible spending account options, generous vacation time, com‐muter benefits, referral bonuses, professional development, and a 403(b) plan. We also offer an inclusive environment where staff are encouraged to bring their whole selves to work every day. IDEA may offer a relocation stipend to defray the cost of moving for this role, if applicable.
Please submit your application online through Jobvite. It’s in your best interest to apply as soon as possible. It is recommended that you include a cover letter in your application addressing why you are interested in IDEA and how your experience has prepared you for this position.