Help Desk Manager

The Village School; Houston (TX); On-site; USD 80,000 - 105,000; Full time

Job summary

The Village School in Houston, TX is seeking a Help Desk Manager to lead a busy IT help desk, ensure reliable services for staff and students, and supervise support staff. You will prepare devices for the new school year, maintain asset inventories, and work with the IT Director on technology projects.

The ideal candidate has at least five years in technical support, strong customer service, and a proven ability to manage multiple tasks in an educational environment.

Qualifications

• Bachelor's degree or relevant professional qualification.
• Apple-certified technician or able to obtain within 90 days of employment.
• Commitment to safeguarding and promoting the welfare of pupils; child protection training when required.

Responsibilities

• Oversee staff- and student-facing desktops, laptops, tablets, AV equipment, OS, and applications.
• Monitor the school help desk and prioritize tickets with effective communication.
• Provide IT onboarding and technical training for staff; supervise help desk staff.
• Manage IT asset inventory and MDM for Apple devices.
• Support IT-related projects, including after-hours work as needed.
• Collaborate with the IT Director on initiatives.

Skills

Customer service

Problem solving

Verbal & written communication

Team supervision

On-site IT support

Apple devices expertise

Windows devices expertise

Education

Bachelor's degree or equivalent

Apple-certified technician

Tools

Apple devices

Windows devices

Help desk ticketing system

Google Workspace

Office 365

Intune

Mobile device management

Networking basics

Job description

Job Posting Date: 9 Nov 2026
Location: Houston, US
Job ID: 10545
School: The Village School
Company: Nord Anglia Education
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.

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

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.

Please note, only shortlisted candidates will be contacted.

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

Nearest Major Market: Houston