Technical Support Manager

Technology · Seattle, Washington
Department Technology
Employment Type Full-Time
Minimum Experience Mid-level
Compensation $70,000-$80,000

Equal Opportunity Schools seeks an innovative, equity-driven, and highly motivated Technical Support Manager. We are a national not-for-profit organization with a mission to ensure that students of color and low-income students have equal access to America’s most academically challenging high school programs, and that they succeed at the highest levels. 

 

Reports To: Director of IT, Operations

Location: Fully Remote

Employment Type: Exempt Full-Time

Benefits Offered: Medical, Dental, Vision, Disability, Life, Retirement (403(b)), 5 weeks of PTO, phone, professional development funds

 

Description:

The Technical Support Manager oversees the teams responsible for ensuring the necessary tools, reports, training, and data analyses are available and accessible the organization and that the data needs of EOS Clients are met in order to implement the program model.  This includes managing the collection of data, both directly from Districts and Schools as well as administering all external surveys, developing and creating reports that are scalable and sustainable, and facilitating requests for data analyses.  This role is also a key collaborator with the CIO and Partnership Leadership representing the Client and Partnership stakeholders in providing product requirements and prioritization.

 

Responsibilities:

  • Oversee and supervise data collection, report/tool development and implementation and custom/ad-hoc data analytics in partnership with the Reporting and Data Base Administration teams
  • Ensure quality analyses, reports and data collection are completed to support EOS program activities in partnership with the Reporting and Data Base Administration teams
  • Oversee and supervise all survey building and programming using the Qualtrics Platform.
  • Collaborate to resolve survey data quality issues and survey general technical issues (Login issues, missing options, etc.)
  • Primary resource for representing internal and external clients in requirements gathering for product development
  • Oversee and manage the customer service ticketing system
  • May perform related duties consistent with the scope and intent of the position
  • Operationalize a learning environment: Creating documentation for product features of a Line of Business (LOB) application (app)
  • Operationalize a learning environment: Implements and administrates a knowledgebase system (or wiki) where direct reports contribute content
  • Operationalize a learning environment: Thought partner with department leadership in creating processes and policies that foster professional development of staff in LOB app features
  • Client Satisfaction: Responsible for creating a closed loop feedback process with clients to generate an NPS score
  • Client Satisfaction: Last point of escalation for client related issues
  • Client Satisfaction: Be the primary advocate for our clients’ needs when working with the Program Department and making recommendations to department leadership as appropriate
  • Client Satisfaction: Be the liaison between your team and product development as needed to achieve desired client outcomes
  • Operationalize Performance Management: Thought partner with department leadership to determine key metrics of individual and team performance and report on them
  • Operationalize Performance Management: Leverage HR systems (Lattice) to document regular 1:1s with staff and help staff achieve career goals
  • Human Resource Management: Responsible for staffing your own team (currently 5 FTEs) and completing their quarterly and yearly reviews. Including onboarding and offboarding activities
  • Scale: Thought partner with department leadership to find areas for process improvement
  • Systems: Oversee, Implement and administrate a CRM solution within the confines of the team’s needs, in collaboration with department leadership and other organizational stakeholders
  • Equity: Be able to see your work and what your team produces through an equity lens
  • Organizational Alignment: Assist in ensuring that the activities of your team align with departmental goals, organizational mission and the vision of our leadership team

 

Desired Skills & Experiences:

  • High School or Grade Equivalent Diploma
  • 4 years of experience required; 6+ years preferred
  • Excellent people manager
  • Excel skill level: Intermediate
  • SQL and database familiarity
  • Tableau familiarity
  • Qualtrics skill level: Intermediate
  • Smartsheets Skill level: Intermediate
  • Great cross-functional collaborator
  • Understanding of performance management frameworks
  • Understanding of department budgeting concepts
  • Familiar with process improvement frameworks
  • Working knowledge of how to implement and leverage a CRM system
  • Has experience collaborating with Software Development in an Agile/Scrum environment
  • Understanding of metric definition processes and dashboarding
  • Highly experienced in delivering world-class customer service
  • Excellent communication skills
  • Excellent conflict resolution skills
  • Working knowledge of Process-improvement methodologies like Kaizen and Six Sigma


This job might be for you if:

 

You are committed to equity. You steadfastly believe that students of color and low-income students should have opportunities to access and succeed in the most academically rigorous high school programs. You understand that working for equity is a continual journey and you are motivated by a passion for that journey.

 

You enjoy working collaboratively with others. You recognize that working with a diverse team of individuals with varying roles and skills can be challenging, but you enjoy this challenge. You work to find creative solutions to best fit a wide range of contexts, needs, uses, and timelines.

 

You love to learn and grow. You are always looking to improve and to develop new skills, and welcome constructive feedback that helps you get there. You’re excited to learn from other perspectives that will inform your thinking, and to contribute to others’ learning.

 

You are comfortable working in a dynamic, growing organization. Equal Opportunity Schools has experienced incredible growth and success in our 10+ years of existence, but we don’t have it all figured out. You’re excited to take on the challenges that come with a relatively young organization, evolving internal systems and structures, and long-term visions that are still works in progress.

 

Application Process:

Interested applicants should submit a CV and respond to the questions in the application.

 

Equal Opportunity Schools is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer.

Equal Opportunity Schools considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law. Equal Opportunity Schools provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures and/or process.

 

About Equal Opportunity Schools:

Equal Opportunity Schools partners with school, district, county, state, and national leaders to identify students to close race and income enrollment gaps, in AP and IB programs, while maintaining or increasing the success of these programs. Likewise, EOS ensures students of all backgrounds have equal access to America’s most academically intense high school programs—and particularly that low-income students and students of color have opportunities to succeed at the highest levels. Watch: What we do – Watch: Superintendents’ Experience with EOS.

 

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  • Location
    Seattle, Washington
  • Department
    Technology
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
  • Compensation
    $70,000-$80,000