Associate Director of IT, Support


Job Type

Full Time

Published:

05/15/2018

Address

New York
New York
United States

Description

Associate Director of IT, Support

New York, NY


Uncommon Schools (Uncommon) is a nonprofit organization that starts and manages outstanding urban charter public schools that close the achievement gap and prepare students in high poverty, high need areas to graduate from college. Uncommon currently manages 52 schools serving nearly 18,000 students in six cities: Boston, New York City, Newark, Camden, Rochester, and Troy. 


Who are we? We are a community of educators, families, and students united by the fierce belief that every student can graduate from college. We signed on to this mission because we believe educational inequity is an American crisis. We are a committed group of people who bring tenacity, dedication, and celebration to our work each day. We love fun, and we love focus. With the right balance, we're able to ensure that our students are prepared to get to and through college.


POSITION

As a member of Uncommon’s IT Support team, the Associate Director will assist in the planning, coordination, and execution of the team’s work to ensure that the goals and objectives associated with the IT Support team’s strategic plan are achieved. He/she will play a critical role in supporting and administering our core applications [in particular our student information system, PowerSchool] and serve as the relationship manager for all IT Support related issues. The Associate Director will be expected to develop close working relationships with our school teams via onsite support and training at our various school sites. The Associate Director of IT, Support will report to the Director of IT, Support.


  • ESSENTIAL DUTIES & RESPONSIBILITIESAdministration and Support of PowerSchool, Uncommon’s Student Information System (SIS)
  • Provide responsive and courteous support to resolve PowerSchool issues raised by schools
  • Work with School Leaders to document existing processes related to PowerSchool (e.g. documentation of methods and procedures)
  • Proactively and consistently communicate with Directors of Operations (DOOs) to research and develop best-practice processes and systems related to PowerSchool
  • Manage tickets through issue tracking system
  • Create training materials and conduct training for new PowerSchool users
  • General Application Support
  • Provide responsive and courteous support to facilitate the resolution of general application issues raised by schools
  • Support the implementation and roll-out of new applications alongside our Data & IT team colleagues
  • Data Systems Management
  • Manage data audits to ensure data integrity of the supported systems
  • Develop reports to facilitate analysis of student performance based on school needs
  • Develop an understanding of the structure and availability of school data
  • Work in partnership with key regional contacts to facilitate state and donor reporting
  • Training and documentation
  • Proactively document best practice use cases
  • Identify training opportunities through analysis of support issues


ORGANIZATIONAL RELATIONSHIPS

Work closely with regionally-based Associate Chief Operating Officers, school-based Directors of Operations, and members of the Data and IT Team.


  • QUALIFCATIONSRequired knowledge, skills, and abilities
  • Excellent customer service skills and ability to prioritize and communicate effectively with non-technical users
  • Demonstrated ability to diagnose issues, identify root causes, and implement effective solutions
  • Strong verbal and written communication skills
  • Willingness to perform hands-on work as well as assisting in strategic projects
  • Results-oriented and committed to operational excellence
  • Self-sufficient with the ability to ask questions and request help when needed
  • Demonstrated ability and experience working with analytics and advanced Excel skills
  • Passion for learning and teaching new applications and products
  • Demonstrated excellent personal effectiveness strategies (organization, time management, and follow-up skills)
  • Ability to develop systems for the team that improve the team's work quality and/or efficiency
  • Has lead planning for getting buy-in from stakeholders, plays a lead role whenever appropriate
  • Demonstrated strong attention to detail
  • Preferred knowledge, skills, and abilities:
  • Experience with a Student Information System (SIS) – training in PowerSchool will be provided if needed
  • Experience managing policies and procedures to set best practices and deliver high quality support
  • Working knowledge of help desk ticketing software (e.g. Zendesk).
  • Experience managing large IT vendorsExperience supporting technology hardware (e.g. Chromebooks, iPads, Laptops, WAPs, Switches, Routers
  • Experience with Google Apps for Education
  • Minimum educational level
  • Bachelor’s degree required


Level of Language Proficiency

English

Professional Level

Professional

Minimum Education Required

4-year degree

How To Apply

https://uncommonschools.secure.force.com/careers/ts2__JobDetails?jobId=a0x0G00001PorDyQAJ&tSource=

Apply on our website: https://uncommonschools.secure.force.com/careers/ts2__JobDetails?jobId=a0x0G00001PorDyQAJ&tSource=


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