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Regional Manager of Technology Operations - Rio Grande Valley (21-22)

Company: IDEA Public Schools
Location: Weslaco
Posted on: April 3, 2021

Job Description:

Description Position at IDEA Public Schools About IDEA Public Schools : At IDEA Public Schools, we believe in college for ALL and we are committed to ensuring that all our students graduate from college. IDEA Public Schools has grown from a small school to the fastest-growing network of tuition-free Pre-K-12 public charter schools in the United States sending 100% of our students to college. 50% of our students graduate from college in 6 years - that's 8 times the national rate for students in our communities! IDEA was founded in 2000 as a single school with 150 students in the Rio Grande Valley. When interest exceeded building capacity, to meet the demands, IDEA's co-founders committed to serving more students in the Rio Grande Valley of Texas and beyond. We now serve over 65,000 students across Texas and Louisiana. Be on the lookout for IDEA schools opening near you-with continued growth in our current regions an d new launches in Tampa Bay , FL (2021) , and Jacksonville, FL (2022) ! 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. To learn more about IDEA, check out this . About the Rio Grande Valley: Since 2000, IDEA Public Schools has grown from a school of 150 students in Donna, TX, to the fastest- growing family of tuition-free, public charter schools in the United States. In the Rio Grande Valley, we are a nucleus of four counties (Cameron, Hidalgo, Starr and Willacy Counties) that work as one unit to support our children academically and holistically. RGV is home to a population of just over 1.3 million residents. Children across the region truly benefit from IDEA's mission of college for all, as only 1 out of 17 students currently graduate college ready. Our mission holds true as we have over 5,000 IDEA alumni that currently attend, or have graduated from, 300 colleges and universities across the country. Join our passionate team of changemakers in south Texas as we prepare to expand our home region to 55 schools, serving over 38,000 students in 2022. 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.AccountabilitiesMeet Helpdesk ticket expectations (95% Helpdesk tickets completed within 48hrs/ 40% tickets completed remotely) 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 year100% of Campus Operating Projects completed on time based on Technology Operations Campus Playbook for the region(s)
      • Helpdesk Projects
        • 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
        • District Projects
          • 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
          • Special Events
            • Set up and provide technical support for events including pep rallies, celebrations, and assemblies100% 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 0 Preventable Security Incidents for the region(s).
                  • Foster a culture of information security and privacy practices driving zero breaches/incidents
                  • Model and teach best practices in information security and privacy
                  • Build and foster urgency of information security among staff and students
                  • Partner with the appropriate campus leadership to educate and drive the culture of information security and privacy 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
                    • Learn and continuously improve as an IT professionalLive values of IDEA
                      • Believes and is committed to our mission: that all students are capable of getting to and through college
                      • Is driven by 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
                      • 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
                        • Embodies IDEA's core values Supervisory Responsibilities: 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).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 Qualifications:
                          • 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
                            • Licenses or Certifications: None
                            • Operations experience in schools or districtsKnowledge and Skills:
                              • ITIL/ITSM
                              • 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 managementCompensation:
                                • Salaries for people entering this role typically fall between $57,141 and $68,569, commensurate with relevant experience and qualifications.This role is also eligible for a performance bonus based on individual and organizational performance and goal attainment.IDEA Public Schools does not discriminate on the basis of race, color, national origin, age, sex or disability, in admission or access to, or treatment of employment in its programs and activities. Any person having inquiries concerning the organization's compliance with the regulations implementing Title VI of Civil Rights Act of 1964 (Title VI), Section 504 of the Rehabilitation Act of 1973 (Section 504), or Title II of the Americans with Disabilities Act of 1990 (ADA), may contact IDEA Human Resources at (956) 377-8000.

Keywords: IDEA Public Schools, Edinburg , Regional Manager of Technology Operations - Rio Grande Valley (21-22), IT / Software / Systems , Weslaco, Texas

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