KIPP Help Desk Manager in Houston, Texas

JOB TITLE: * Help Desk Manager *REPORTS TO: * Director of IT Services *DUTY SCHEDULE: 12 Months

ORGANIZATION OVERVIEW KIPP, the Knowledge Is Power Program, is on a mission to develop in underserved students the academic skills, intellectual habits, and qualities of character necessary to succeed at all levels of pre-kindergarten through 12th grade, college, and the competitive world beyond.

The vision of KIPP Houston Public Schools (KHPS) is to have enough great individual student achievement and overall school results in both quality and quantity to change societal beliefs on what is possible in every single school in every single community to help our children build a better tomorrow for themselves and generations to come.

ROLE SCOPE OVERVIEW The primary role and responsibility for this position is to:

  • Manage the performance of services to customers to ensure service levels are achieved and that customers’ expectations are met or exceeded
  • Manage a team of 6 professional technicians in a fast paced technology environment
  • Manage critical incidents and escalations within the SLA expectations.
  • Build strong relationships with key customers and stakeholders
  • Review performance reports, service improvements, service quality and processes
  • Manage and maintain ticketing system

This position is a member of the IT Services leadership team.

KEY RESPONSIBILITIES Lead and manage the Help Desk function to:

  • Assure users are provided efficient and timely first and second level support
  • Manage the Help Desk staff including consulting on performance evaluations, promotions, hiring, and disciplinary responsibilities
  • Provide staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitor ticketing system and follow up with assigned personnel to ensure timely resolution of problems
  • Ensure that decisions are made to improve the overall customer support of the Help Desk and continually carried through
  • Provide leadership by projecting a positive attitude and providing learning incentives
  • Accurately communicate pertinent information and assist in the development and implementation of quality improvement programs
  • Solve problems and make decisions on a daily basis relative to Help Desk responsibilities. Ensure that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and schools
  • Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner.
  • Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
  • Maintain competency and enhance professional growth and development through continuing education and conferences
  • Serve as the contact for all related support issues, providing advanced second level technology support
  • To meet operational Service Level Agreements
  • Become a subject matter expert in the Zendesk Ticketing system
  • Perform other duties as assigned by the IT Services Director QUALIFICATIONS

  • Bachelor’s degree in an IT related discipline and/or 5+ years in an IT related field

  • Experience working in a K-12 education or non-profit environment a strong plus
  • Experience utilizing an enterprise ticket system to drive efficiency, effectiveness, accountability (reports, SLAs), and service (including customer service)
  • Three to five years’ experience managing a high performing help desk or service desk function
  • Perform well under demanding situations and adapt when confronted with emergency situations


  • Advanced proficiency supporting Wintel systems and applications, with advanced troubleshooting experience and knowledge
  • Proficiency supporting Chrome Books with advanced troubleshooting experience and knowledge
  • Knowledge of Apple products (OS 10.x, iPhone, iPad) and applications with troubleshooting experience
  • Proficiency with Microsoft Outlook (including calendaring), Excel, Power Point, and Word
  • Advanced knowledge of ticket systems as a management tool; knowledge of Zen Desk a plus
  • Must be resourceful; ability to find solutions to complex challenges
  • Excellent communication skills, good presentation skills, good listener, impactful writing
  • Demonstrated ability to lead and effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff
  • Detail oriented with strong organizational skills
  • Must be able to connect to our team mission of delivering service and support to our customers to prevent and remove obstacles to teaching and learning
  • Possess the required technical skills and knowledge to obtain great service and drive success for customers and the team
  • Possess a growth mindset; embraces new and better ideas and is constantly striving to learn and get better (technical and non-technical focuses)
  • Possess a strong work ethic and drive; is self-directed
  • Be a strong team player and team manager

Job Position: Help Desk Manager

Organization: KIPP Houston

City: Houston, TX

Type: Leadership & Support Staff

Full Time/Part Time: Full-Time


Start Date: Immediate

School Phone: 832-328-1051

School Fax: 832-203-6365

The Organization: KIPP Houston 10711 KIPP Way Houston, TX 77099