Manager of Helpdesk and Technical Support Services

Job Level
Mid-level position
Job Category
Manager / Supervisor
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

Manages and directs technical support staff in the planning, development and maintenance of the School’s information and technical services and devices. Primary areas of responsibility include: MacBook and iPad device management, MacBook and iPad software services, Helpdesk services and Helpdesk management software, coordination of IT support activities through the Upper, Middle and Lower School Help Desk and Technical Support Technicians. Position is full-time (12-month employee) and reports to the Director of Information Technology.

Duties and Responsibilities:
Supervise the Help Desk and Laptop Support Staff (2-3)
Coordinate and distribute work assignments and resolution of critical technical issues
Ensure Help Desk has appropriate staffing during school hours on both campuses
Develop and oversee: staff scheduling, job requirements and development program for direct reports
Work cooperatively with the Instructional Technologists and Information Technology staff to develop plans and procedures to facilitate and coordinate the delivery of technical services
Work with Instructional Technologists to coordinate the ordering and receiving of approved technology, software, and apps
Maintain the device management system which includes:
Device imaging and base configurations
Software deployment and software updates
Licensed App deployment, iOS, App and Operating System updates
Manage assigned projects and ensure timely and successful completion of those tasks
Distribute new equipment and services as needed
Design and implement major equipment rollouts and/or updates as needed
Assist in device and technology training for new students and rising 5th grade students receiving laptops
Provide technical assistance for end-user devices and associated resources with an emphasis on customer service functions. These include desktop computers/operating systems, hardware repairs, and audio/video equipment
Ensure technical support issues are handled appropriately and in a timely manner
Verify that software and firmware is at current revision levels. Schedule upgrades with technical staff to support the upgrades
Maintain expertise with the JAMF Casper Management System, Apple computer hardware and software wireless and wired networks
Stay current with management practices of the technical support and on-demand help desk
Maintain technical and operational documentation in the Knowledge Base
These duties and responsibilities are intended only as representations of the types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Desired Skills and Experience:
Bachelor’s degree in computer science or related field or an equivalent combination of education and experience
Minimum three years of increasingly responsible experience in IT Support Management and User Services. K-12 education experience a plus.
Knowledge of JAMF Software, Aerohive, Apple 1:1 programs and Volume Licensing, and cloud-based education technologies such as Google Apps for Education, WhippleHill Student Information System, ManageEngine Helpdesk and other desktop education services and software a plus