Manager of Helpdesk and Technical Support Services
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
1. Device imaging and base configurations
2. Software deployment and software updates
3. 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 5?th 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