IT Manager

Position Summary

The Help Desk Manager will be responsible for maintaining an efficient and well-regarded IT help desk.  We are looking for an individual with excellent customer service and technical support skills.  The Help Desk Manager will also be responsible for the smooth operation of all staff and student devices, preparation of those devices before each school year and keeping an accurate inventory of all IT assets.  The Help Desk Manager will work closely with all members of the IT team to make sure all IT services are always operating efficiently, as well as supervising the help desk staff.  The Help Desk Manager will work closely with the IT Director on IT projects. This job will require some setup and support of after hours meetings and events.

Job Description

• Take responsibility for the smooth running of all staff and student facing desktops, laptops, tablets, AV equipment, operating systems and applications for all offices and classrooms
• Monitor the school help desk in support of all school staff and students 
• Take ownership of tickets, ensuring appropriate priority is set and regular communication is in place
• Provide IT onboarding for new employees
• Organize, support and manage all student devices including MacBooks and iPads
• Maintain an accurate IT asset inventory
• Manage mobile device management system for all Apple devices
• Provide technical training to staff
• Provide support for all IT related projects (there will be occasional out of hours working, including nights and weekends)
• Supervise and train help desk support staff
• Manage day-to-day execution of complex IT projects
• Other duties as assigned 

Required Skills/Abilities

• Degree qualified and/or relevant professional qualification and experience 
• At least 5 years of experience in a technical support role
• Ample experience supporting all Apple devices
• Apple-certified technician (or ability to become one within 90 days of employment)
• Experience supporting Windows devices
• Experience using a help desk ticketing system
• Professional and patient approach to customer service

Required Skills/Abilities Continued

• Experience with Google Workspace and Office 365
• Excellent problem solving and troubleshooting skills
• Familiarity with wired/wireless networks
• Excellent verbal and written communication skills
• Team worker who can also be an independent self-starter
• Experience with Intune
• Experience working in education
• Supervisory experience
• Experience with managing complex IT projects