Uncommon Schools is a nonprofit network of high-performing charter public schools that are closing the academic achievement gap and preparing students from historically underserved communities for success in college and beyond. Uncommon currently manages 55 schools serving more than 20,000 students in six cities: Boston, Camden, New York City, Newark, Rochester, and Troy. Uncommon graduates persist in and graduate from college at rates far higher than their peers. We believe that every child deserves an outstanding education, and we are committed to working beyond the walls of our schools to achieve that goal through our professional development workshops, books, and district partnerships. 

As a member of Uncommon’s IT Support team, the IT Support Manager will own workstreams and processes that will help ensure the Team achieves its goals and objectives! Beyond technical and data knowledge, the Manager must have strong organizational change skills, planning, and communication in order to lead technology and processes at Uncommon’s scale and high standard. Star team members are focused, fast, hold themselves and their work to a high standard, and own processes end to end!

Relationship Management: Oversee successful processes and standard methodologies for Relationship Managers to build and maintain relationship with School Operations staff

• Relationship/Use Case Management: Build playbooks to allow Relationship Managers to be the face of the D&IT Team, and the liaison between the team and schools; deeply understand partners’ goals and use cases for all products and processes
• Trend spotting: Understand regional trends and facilitate problem-solving
• Alignment: Communicate & execute on opportunities for grade level or regional alignment, streamlining, and general improvement.
• Problem Solving: Work with Product Owners to fix Tier 3 issues
• Partner concerns: Serve as point person for users in the region when concerns arise
• Tier 1 Management: Provide Tier 1 team members with all required context to make sure relationship is consistent (e.g. report card dates, new processes, etc)
• Rollout: Work closely with Product Management Teams to collaborate on the roll-out and support of any new technology platforms and any data integration work
• Partner with regionally-based Associate Chief Operating Officers, school-based Directors of Operations

Core Work Process Owner: Develop/Refine and own school-facing work processes to allow for efficiency across all teams and schools

• Own Processes: Develop and lead implementation of all processes; iterate and improve on process
• Fast Paced Work at Scale: Quickly perform root cause analysis and develop short and long term solutions to be adapted/applied across many schools/teams/processes
• Training: Work with partners to craft and facilitate training so all users understand and can execute on processes
• School facing: Develop turnkey school facing training
• Team: Help define the right level of process knowledge at both the Tier 1 and Tier 2 levels, and coordinate vendor offered trainings

Tier 3 Data Expertise: Leads data analysis and management for the Team by:

• Efficient and Effective Root Cause Analysis: By quickly scoping problems and resolving by assessing root cause quickly before making recommendation on next steps
• Data transformation and manipulation: Applies knowledge of data structures to Uncommon systems (PowerSchool, Illuminate, SchoolMint, etc.) to assist with troubleshooting
• Data Management: Understands databases, how data elements are related to one another

Required Skills/Abilities

• Core work/Support:
• Experience leading student information systems such as PowerSchool and Illuminate
• Solid understanding of help desk ticketing software (e.g. Zendesk)
• Experience handling policies and procedures to set standard methodologies and deliver high quality support
• Proven solid attention to detail
• Communication:
• Focus on the end-user and ability to prioritize and communicate optimally with non-technical users
• Including presenting/getting by-in for new processes from a multifaceted group of partners
• Ability to develop and execute on Communication plans for projects that span across time and teams
• Technical/Problem solving Skills:
• Demonstrable ability to diagnose issues, identify root causes, and implement effective solutions using tools above
• Experience developing systems that improve the team's work quality and/or efficiency
• Self Management:
• Confirmed ability to create and execute sophisticated, detailed project plans from start to finish across multiple teams
• Excellent personal effectiveness strategies (organization, time management, and follow-up 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
• Growth mentality and interest in giving and receiving feedback with the goal of constantly improving

Preferred

• Experience working on a support team/in a support role and/or developing processes that can be applied at scale
• SQL/simple query writing

Education Requirements

• Bachelor's Degree required

Experience Requirements

• 6+ years working experience
• 4+ years of experience with a Student Information System (SIS) and assessment platform
• 2 to 3 years experience in technical customer service role
• 1+ year problem solving sophisticated data flows and technical issues in a technology ecosystem
• Intermediate knowledge of SQL and how to use data dictionaries to understand data structures
• Advanced skills in Excel and Google Applications (Pivot tables, Vlookup, Sheets, Forms, etc.)
• Prior experience working in schools and/or urban communities (preferred)

Potential travel to Boston, Troy, Rochester when it is safe to travel (no more than 1 day/month) 

Uncommon Schools offers salaries commensurate with experience and a very generous benefits and vacation package. All staff members receive extensive professional development, and are equipped with a laptop computer and all necessary supplies.

Uncommon believes in the importance of being a diverse, equitable and inclusive organization that enables our students and staff to thrive. We are committed to building a talented team that reflects the diverse backgrounds and experiences of our students. At the same time, we work to ensure an inclusive community through creating a space for meaningful dialogue about issues of race and identity for our staff and students.  As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.