Help Desk Manager

Nord Anglia Education, Inc.; Houston (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

The Village School in Houston, TX is seeking a Help Desk Manager to lead our IT help desk, ensuring excellent service for staff and students while supervising the Help Desk Support Specialist. You will oversee device provisioning, inventory, and IT projects, collaborating with the IT Director on initiatives and occasional after-hours support.

Ideal candidates have at least five years in technical support, strong communication skills, and experience in education.

Qualifications

• Degree or equivalent professional qualification.
• Apple-certified technician or willing to become one within 90 days.
• Commitment to safeguarding and child protection training when required.

Responsibilities

• Oversee staff and student IT desktops, laptops, tablets, AV equipment, OS, and apps.
• Monitor the school help desk to support staff and students.
• Prioritize tickets and maintain regular communication.
• Provide IT onboarding and training for staff.
• Manage IT asset inventory.
• Support IT-related projects, including after-hours work.
• Supervise help desk staff and oversee complex IT projects.

Skills

Customer service

Communication skills

Problem-solving

Team collaboration

Organization

Education

Bachelor's degree or higher

Apple Certified Technician

Tools

Apple devices

Windows devices

Google Workspace

Office 365

Intune

Help desk ticketing system

Job description

The Village School is a private college preparatory school for grades Early Childhood through High School. Our High School offers the International Baccalaureate Diploma program and boarding opportunities through the Nord Anglia Boarding program.

The Village School is an international community in Houston, Texas, providing a world-class education to our private day and boarding school students. We adhere to the highest academic standards, developing lifelong learners and global citizens who think critically, collaborate genuinely, and give of themselves generously.Ranked nationally for STEAM education and for the diversity of our international student body. Proud member of the Nord Anglia Education global network of schools.

POSITION SUMMARY / JOB GOALS:

The Help Desk Manager is responsible for maintaining an efficient and well-regarded IT help desk, providing excellent customer service and technical support. This role ensures the smooth operation of staff and student devices, prepares devices before each school year, and maintains an accurate inventory of IT assets. The Help Desk Manager supervises help desk staff, works with the IT team to keep services operating efficiently, and partners with the IT Director on projects. Some setup and support for after-hours meetings and events is required.

QUALIFICATIONS / TRAINING:

• Degree qualified and/or relevant professional qualification and experience.
• Apple-certified technician, or ability to become one within 90 days of employment.
• Demonstrate a commitment to safeguarding and promoting the welfare of all pupils, and undertake appropriate child protection training when required.

EXPERIENCE / KNOWLEDGE:

• At least five years of experience in a technical support role.
• Ample experience supporting Apple devices and experience supporting Windows devices.
• Experience using a help desk ticketing system.
• Experience with Google Workspace, Office 365, and Intune.
• Familiarity with wired and wireless networks.
• Excellent problem-solving and troubleshooting skills.
• Experience working in education, supervising staff, and managing complex IT projects.

ATTRIBUTES:

• Professional and patient approach to customer service.
• Excellent verbal and written communication skills.
• High levels of personal integrity and attention to detail.
• Conscientious, organized, and able to complete work to a consistently high standard.
• Flexible and positive approach to work; able to meet tight deadlines and prompt others to do the same.
• Adaptable in a fast-paced, changing environment; remains calm under pressure.
• Proactive, self-motivated, enthusiastic, and willing to take on multiple tasks.
• Able to work independently and as a collaborative team member.
• Continually looks for ways to improve IT services.
• Models The Village School and Nord Anglia Education values of respect, integrity, openness, courage, and ambition.
• Puts students first and helps maintain a safe, welcoming learning environment.
• Takes ownership of work and follows through on commitments.

REPORTS TO / EVALUATED BY:

Reports to the IT Director and supervises the Help Desk Support Specialist. Works closely with school staff and students, the IT department, and Facilities. Performance is evaluated through the annual performance review, customer service feedback, and ticket closure reports.

MAJOR RESPONSIBILITIES AND DUTIES:

• Take responsibility for the smooth running of staff- and student-facing desktops, laptops, tablets, AV equipment, operating systems, and applications in offices and classrooms.
• Monitor the school help desk in support of staff and students.
• Take ownership of tickets, set appropriate priorities, and maintain regular communication.
• Provide IT onboarding for new employees and technical training for staff.
• Organize, support, and manage student devices, including MacBooks and iPads.
• Maintain an accurate IT asset inventory.
• Manage the mobile device management system for Apple devices.
• Support IT-related projects, including occasional work outside regular hours, at night, or on weekends.
• Supervise and train help desk support staff.
• Manage the day-to-day execution of complex IT projects.
• Perform other duties as assigned.

VILLAGE BELIEVES THAT EFFECTIVE EMPLOYEES ARE:

Accountable - Establishes a high performing culture and accepts accountability for organizational performance.

Strategic - Leads opportunity and is committed to continuous improvement aligned with the organizational vision and direction.

Collaborative - Works collaboratively with others to achieve organizational outcomes

Entrepreneurial - Creates organizational value for diverse stakeholders and achieves commercial success.

Enabling - Drives excellence through valuing and developing others

Agile - Achieves personal and organizational success within a changing, dynamic and complex environment

Resilient - Demonstrates personal resilience within a demanding environment of high expectations

Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the employee or Village to only the work identified. It is the expectation of the School that each employee will offer his/her services wherever and whenever necessary to ensure the success of our organization.

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At Nord Anglia Education we are committed to providing a world class, safe, happy environment in which children and young people can thrive and learn. We are committed to safeguarding and promoting the welfare of all our pupils irrespective of race, ability, religion, gender, or culture.

All post holders in regulated activity (having regular unsupervised contact with children) are subject to appropriate national and international vetting procedures including satisfactory criminal record checks from both your country of residence/birth and any country of residence within the last 10 years.

We are an equal opportunity employer, and we welcome applications from all suitably qualified persons.

Please note, only shortlisted candidates will be contacted.

Please note: we reserve the right to close any of our vacancies early.