Role Mission: A Regional Technology Operations Manager acts 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 RTOM 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.
This is a full-time regional position that will have at least 3 to 15 direct reports that provide technical support in 5 states (Texas/Louisiana/Florida/Arkansas/Ohio). Preference given to candidates who lives in Texas, or who are willing to relocate. Monthly travel is required.
What We Offer
- Salaries for people entering this role typically start between $57,141 and $68,569, commensurate with relevant qualifications and experience. 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. Some of the special benefits we offer at IDEA include:
- Paid Family Leave: Eligible staff may receive up to 8 weeks of paid leave for the birth or adoption of a child, based on their tenure with the organization and caregiver designation.
- Tuition Reimbursement: Staff members may apply for up to 50% of tuition paid toward a qualifying degree program, up to $5,250 maximum per year subject to manager discretion and budget availability.
- Employer-Paid Mental/Behavioral Health: 5 face-to-face counseling sessions within a year, unlimited 24/7 telephonic counseling, and other work-life services available at no cost.
- Diversity, Equity and Inclusion (DEI) Professional Development: We offer staff opportunities to engage in identity-based affinity space and leadership training covering a variety of topics such as culturally competent leadership, models of equity, mitigating bias, and more.
Other benefits include dental and vision plans, disability, life insurance, parenting benefits, generous vacation time, referral bonuses, professional development, and a 403(b) plan. IDEA may offer a relocation allowance to defray the cost of moving for this role, if applicable.
BOY PREPAREDNESS: 95% of IDEA Texas staff and students’ instructional technology devices are distributed to campuses and available for use based on snapshots from Asset Panda for each IDEA Texas operating region’s first day of school of the 2023-24 school year.
- Ensure all inventory is accounted by staff and students to meet FDOS requirements.
- Oversee procurement, inventory management, and school/regional accountability
- Ensure schools are setup to facilitate instruction through technology daily
- Lead and manage strategic landscape of beginning of year initiatives relating to new staff onboarding, inventory management, procurement, hiring/onboarding, and processes
- Partner with school and regional leaders to successfully budget and acquire technology needs for successful execution of instructional and operational vision
- Ensure rapid and successful shift from end of year check-ins/check-outs to summer provisioning of new units for incoming staff and students, lab setup, projector installation, and front office technology setup
- Leads the Computer Bulk Order procurement project in partnership with VP of Finance and VP of Budget to lease and acquire upwards of all eligible staff and student devices annually
- Partner with Director of Information Technology to ensure smooth operations and clear roles and responsibilities in accordance with IT design principles including, but not limited to, patching & security, new software adoption, annual imaging, network and system upgrades, and new construction
- Build and manage partnerships with regional and national leaders to ensure all schools are prepared with met hardware needs for new instructional and operational initiatives
- Develop contingencies on a school, region, and district level to sustain continuity of operations under multiple scenarios
CUSTOMER SERVICE: 95% average on-time SLA completion rate of support tickets is achieved for the Technology Operations division in IDEA Texas as measured by ZenDesk from July 1, 2022, through June 30, 2023.
- 95% of jobs (tickets) are completed within 48 hours with a 12-hour first response time
- 50% of jobs are completed remotely, ensuring flexibility of service delivery mechanisms and remote management
- Successfully invests team and critical business partners in Service Level Agreement (SLA) processes and expectations to deliver results
- Continuously improves SLAs through consistent data analysis, feedback from the field, and internal initiatives
- Empowers regional leaders to tailor high-level expectations with local needs while ensuring clarity of national parameters (rules of the road) relating to procurement, security, data privacy, and software usage
- Holds critical business partners accountable to adoption of tools and processes to minimize burdens on end-users
- Champions and leads organization expansion using ITIL service-value chain framework
CUSTOMER SERVICE: 95% average customer satisfaction is achieved across all Tech Ops services in IDEA Texas as measured by ZenDesk from July 1, 2022, through June 30, 2023.
- Improve individualized client support by implementing feedback received from Helpdesk surveys and focus groups to achieve user satisfaction.
- Learn and continuously improve as an technological professional
- Leads national efforts around SLA management and customer satisfaction for HQ departments, educating and investing other disparate department heads (HR, Staffing, Business Office) in successful SLA execution, tracking, and continuous improvements
- Scales to ensure expectations are met and delivered regardless of geographic region or state of scale
- Ensures broad transparency of key performance indicators relating to customer service and satisfaction across HQ departments
FIDUCIARY RESPONSIBILITY: 6% or less YoY attrition via asset loss for IDEA Texas student devices as measured by Asset Panda from July 1, 2022, and June 30, 2023.
- Minimize annual attrition of leased units through effective asset management, with annual decreases of loss of property due to damage, loss, or theft
- Maximize funding while adhering to the 1:1 computer program guidelines and requirements.
- Leverage low attrition rates as we continue working with 1:1 computer model.
- Manage the successful planning and execution of annual projects to reduce costs and maximize revenue.
- Ensure all warranty process are streamlined and communicated effect to reduce costs.
- Create and develop training for all stakeholders that are impacted by the attrition.
- Manage key vendors to maximize return on investment for quality, logistical reliability, scale, and cost
- Develop annual, quarterly, and monthly operating mechanisms to ensure data visibility around procurement trends, campus attrition rates, and forecasted needs for future years based on real-time data and projected growth
- Partner with VP of Finance to arrange optimal terms for annual lease cycle, including, but not limited to, vendor diversification, interest rates, return assumptions, and bulk purchasing
STAFF RETENTION: 85% of IDEA Texas IST full-time staff (HQ staff, campus computer technicians, and campus Registrars and SIS Coordinators) employed during the 2022-2023 fiscal year will be retained and return on July 1, 2023.
- 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
- Manage the annual hiring, onboarding, development, and retention of campus technicians, with expected 20% annual growth in FTE needs and minimal attrition
- Invest and develop Regional Lead Technician and national support staff to empower operations at all levels of the organization, including successful partnerships with regional leaders (RDOs, EDs, VPs of Schools)
- 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
Organize and drive organization to success with 1:1 Technology Program
- Develop contingencies on a school, region, and district level to sustain continuity of operations under multiple scenarios
- Develop and scale training and support services to include core elements of instructional technology, train-the-trainer, and information security/data privacy at schools
- Incorporate student and family data from multiple sources to empower school and regional leaders with up-to-date informatics on equity of technology access to close gaps for priority populations
- Partner and invest Schools and Academic Services Team to align on device needs, functionality, accountability systems, and instructional value
- Promote business partnership meetings between instructional leaders and technology department to outline best practices around inventory and distribution
- Review and analyze inventory and distribution PTG data, develop next steps for struggling campuses/regions
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.
- Strong written and oral communication skills
- Asset management systems
- Strong vendor and external resource management
- Strong analytical and problem-solving ability
- Strong customer Service
- Project Management
- Microsoft Office 365
- Google Admin
- Hardware Repair
- Software troubleshooting
- Education: Bachelor’s degree in computer science, information systems, information management, or equivalent.
- 5 years of technical support experience
- 1 year of supervising or managing experience in a technical role
- Licenses or Certifications: ITIL V4 preferred
- Project Management preferred
- Operations experience in schools or districts
- Experience with Help Desk services strongly preferred
About IDEA Public Schools
At IDEA Public Schools, we believe each and every child can go to college. Since 2000, IDEA Public Schools has grown from a small school with 150 students to a multi-state network of tuition-free, Pre-K-12 public charter schools.
IDEA Public Schools boasts national rankings on The Washington Post and U.S. News & World Report’s top high schools lists. IDEA serves over 80,000 college-bound students in 143 schools across Texas, Louisiana, Florida, Ohio, and is on-track to maintain its legacy of sending 100% of its graduates to college.
When you choose to work at IDEA, you are part of our IDEA Team and Family. You will work alongside team members who set and reach ambitious goals every day, are excited to continue to grow with IDEA, and work relentlessly to make college for all a reality.
Diversity, Equity and Inclusion
At IDEA we recognize that racism, bias, and privilege exist in society. We are committed to an organizational culture that promotes awareness and inclusivity for our students and staff and supports their path to positively impact our broader society. We are committed to recognizing the impact of racism and privilege, and commit as an organization to have equitable practices, policies, and structures. Visit https://ideapublicschools.org/dei/ to learn about IDEA’s Diversity, Equity and Inclusion Anti-Racist and Anti-Bias commitment.
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