IT Helpdesk Lead - End-User Support & Inventory

Allentown School District

Allentown (Lehigh County)

On-site

USD 54,000 - 75,000

Full time

14 days+

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Job summary

Allentown School District is seeking an End User Support Manager to lead a team of desktop support specialists at the Administration Center in Allentown, PA. The role focuses on daily IT end-user support, device inventory, and proactive problem resolution.

The position requires a Bachelor’s in CS or related field or equivalent management experience, with 3+ years in IT support, strong OS knowledge, and experience with ServiceNow or similar ticketing systems.

Qualifications

Bachelor's degree or comparable experience managing IT end-user support staff and systems.
3+ years of experience in technology, supporting and managing end-user staff and systems.
Clearances (Acts 34, 114, and 151) are required.
Strong knowledge of Windows, iOS, Google Workspace, and related operating systems.

Responsibilities

Lead a team of technology desktop support specialists and provide guidance for development.
Oversee attendance, workload, locations, and evaluations of staff.
Manage daily helpdesk operations including ticketing system and issue resolution.
Maintain device inventory by school building, type, serial, and status.
Ensure efficient service desk operations with focus on resolution time and user satisfaction.
Identify process improvements and drive automation in support operations.
Coordinate with vendors for timely service delivery and SLAs.
Promote end-user training and self-service to reduce ticket volume.
Collaborate on device repairs, incident tracking, and inventory control.