About Us

At Knowing Technologies (KT), our aim is clear: Helping schools win with technology peace of mind. Not your typical IT support, we specialize in equipping private schools with the tools needed to build teacher confidence, create educational experiences students crave, and stay competitive, while saving time and money.

What it means to educate students has changed dramatically, and technology is no longer optional. Schools must not only use tech, but build strategies with it to effectively reach students and support staff. The problem is, most schools’ tech setup fails to meet the demands they face every day, and they don’t know what to do about it. Schools shouldn’t be left to figure things out on their own. We are engineers, educators and former administrators who work exclusively with schools to create IT solutions that work—every time. In our 15 years of business, we have developed a proven approach to designing and implementing the right solutions, so schools can stop being weighed down by tech and focus on what’s important: helping teachers, students, and families thrive.

About the Position

As the Director of all KT technical solutions and leader of our largest (and growing) team, this role is critical to KT’s mission. The Director of Technical Services serves two main clients: school leadership and KT staff.

The Director works closely with administrators to make sense of a school’s hardware and software and create a cost-effective, fully-managed IT network with 24x7 monitoring and support. The Director also enables schools to enhance learning with technology as their teacher’s aide. And, this person oversees internal IT at KT, including security, systems, processes, documentation and best practices development.

If you’re passionate about using technology for good and excited about the idea of shaping the direction of a company, we’re looking for you! This role is ideal for technical experts with ample experience managing small- to mid-sized teams and networks, particularly in the education space. This role is not ideal for software developers or folks looking to manage large server farms.

The Director reports to KT’s Founder & Managing Director and leads a group of six as part of a nimble, growing team.

Essential Functions

Plan

Partner with Client Strategy and Instructional Coaching teams to connect current clients’ needs (portfolio of 20+ schools) with future ambitions and produce strategic roadmaps that address technology obstacles, opportunities and interdependencies. Design client onboarding plans and shape resource allocations to make optimal use of client time, budget and KT team.

Deliver

Ensure client systems, software and equipment are executed according to plan, and KT’s help desk delivers prompt, effective support to meet service level agreements. Foster unwavering trust across KT clients, by managing all tickets to resolution with consistent quality and prudent use of escalation. Keep clients happy and at ease while supplying the answers they need.

Develop

Lead KT Technical Service team (design desk, back-up and monitoring, support center). Develop team in step with client and KT growth. Coach and guide team to greater effectiveness and endorse opportunities to advance their skill sets.

Maintain and Document

Safeguard client and KT equipment, data and networks. Conduct regular system analysis for hardware and software tune-ups. Design processes and ensure workflows and procedures are well-documented to build internal resiliency.

Curate

Develop performance and accountability metrics to promote excellence in technical service delivery, for clients and KT operations. Tune KT best practices and alerts library to stay compliant and promote optimal client functioning. Continually refine services to be relevant, reusable and distinctive.

Desired Qualifications

• 7+ years’ progressive experience in the installation and management of networks and technology for small- to mid-sized clients (up to 2000 users); depth delivering diverse technology solutions in an educational setting a plus.
• Bachelor’s degree in Management Information Systems, Information Technology, Computer Science, Systems Management, Education Technology or other equivalent practical experience; IT security certification a plus; knowledge of classroom technology and student data systems a strong plus.
• Proven ability to lead, inspire and motivate teams to drive multiple work streams and deliver as a cohesive and productive unit.
• Strong organizational and project management skills with ability to meet deadlines in a fast-paced environment; exceptional troubleshooting skills--adept at quickly identifying the root cause of an issue and determining effective solutions.
• Excellent communication skills to collaborate with diverse audiences and influence, including without authority, to achieve desired results while preserving relationships.
• Comfort with ambiguity that comes with growth into new geographies and migration to a new business model; coachable, flexible and learning-oriented.
• Demonstrated commitment to friendly, quality customer service--assisting clients through a variety of interactions with empathy, dependability and adaptability.
• Enthusiasm for the KT mission and great appreciation for the opportunity to use technology to transform learning in independent schools.

Location/Travel

KT Headquarters are in San Mateo, CA. We also have offices in Los Angeles and Denver. Candidates may be based anywhere in the United States, with a strong preference to the west coast--KT’s prime market. Up to 20% travel may be required to client sites or KT Headquarters.

How to Apply

In lieu of a cover letter, please compose answers to the following three question sets (4-7 sentences per question set please):

1. How did you hear about this role? What makes you most interested in it? What past experiences make you well-suited for the position?

2. This position requires strong process development and management skill to effectively juggle client needs and changing priorities in a fast-paced environment. Select one of the following two prompts to answer for this question set:

• Describe a process improvement you designed that delivered standout results.
• What process do you employ to engage a virtual or distributed team? We are most interested in your process, rather than tools or software used to facilitate process.

3. At Knowing Technologies, we are committed to helping private schools win at technology. Share why this is important to you.

No direct emails or phone calls please.

Salary commensurate with qualifications and experience

Paid Time Off, 401K options, medical insurance, remote work arrangements, and
other benefits and perks are part of this role.