Charlotte Latin School is seeking a Help Desk Manager/Senior Technical Support to join the IT Department. The Help Desk Manager / Senior Technical Support is responsible for all aspects of Help Desk operations, staff, and related resources to ensure that the division runs smoothly and efficiently, providing excellent customer service to all constituents of the School.
Essential Duties and Responsibilities
Provide Tier 2/3 support to faculty and staff as part of the Help Desk team.
Coordinate the selection, purchase, preparation, deployment, and ongoing support of all end-user hardware and software.
Manage the help desk team including train, mentor, support, and track metrics/benchmarks/KPIs to evaluate performance of same to ensure customer service is timely and accurate at all times.
Organize support for classroom technologies such as projectors and interactive whiteboards, and campus standard software applications including Google Apps, Senior Systems, learning management systems, Microsoft Office, and Adobe products.
Provide face-to-face training to faculty and staff in small groups or individually, and through written documentation, FAQs, and multi-media “how to” documents. Review documentation annually, revising as necessary.
Log and analyze all work performed in the department ticket tracking system.
Maintain software site licensing from Microsoft, Adobe, others.
Direct coordination within the IT Department and work with other departments in preparation for annual or cyclical events, such as the start of summer session or the beginning of the academic year, annual hardware refresh, alumni / parent / Trustee meetings, and faculty / staff additions, moves, and departures.
Research and suggest new, different, or improvements in the use of technologies within the department and campus-wide.
Complies with school policies and procedures.
Other duties and projects as assigned, given the rapidly changing and mission critical nature of the department’s responsibilities.
Help Desk staff, including summer help and interns.
Education and Experience
Bachelor's degree technology-related field.
3-5+ years experience working in desktop support / managing technical personnel.
Knowledge of KCS, ITIL, HDI or similar frameworks for managing a Help Desk.
CompTIA A+ and/or Network+ certifications.
Microsoft MCSA: Windows and/or MCSE: Desktop Infrastructure credentials (or higher) preferred.
Or combination of equivalent technical and customer service management experience, education, and training.
Effective interpersonal and written/oral communication skills.
Leadership and management skills.
Advanced troubleshooting, prep/imaging, and system configuration skills for both Windows and Macintosh systems.
Comprehensive understanding of ticketing, inventory and configuration management systems.
Ability to work collaboratively on projects with cross-functional team members.
Excellent problem-solving and technical skills.
Demonstrates positive, customer-service focused attitude and hands-on approach.
Willingness to learn new technologies and the ability to adapt to new situations.
Detail-oriented with the ability to manage multiple projects.
Possess a broad understanding of the school’s mission and the role that IT plays.
Commitment to maintaining confidentiality and security of data and systems.
Familiarity with an academic environment a plus.
About Charlotte Latin School (NC)
Charlotte Latin School values diversity. Charlotte Latin School is an effective learning environment that accepts all people. As a community of learners, the School believes that a deep understanding of differences is necessary to its overall mission. Charlotte Latin School prohibits discrimination on the basis of sex, race, color, religion, sexual orientation, age, national origin, disability, veteran status, or marital status.
Founded in 1970, Charlotte Latin School is a fully accredited, college preparatory, coeducational, non-sectarian, independent day school, serving students in transitional kindergarten through twelfth grade.
Charlotte Latin School is an equal opportunity employer.