ZipRecruiter
Help Desk Manager, Information Technology
ZipRecruiter, Claremont, California, United States, 91711
Job Description: The Help Desk Manager serves as the primary point of contact for technology support at The Webb Schools, overseeing the daily operation of the help desk system and ensuring an exceptional service experience for employees and students.
This role manages ticketing workflows, establishes and monitors clear service-level expectations, and provides proactive technical support across the Webb campus. This position serves in a leadership capacity by managing help desk operations, maintaining strong stakeholder relationships, and continuously improving the school’s technology support processes.
MISSION AND COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
The Webb Schools are committed to fostering an inclusive school community characterized by openness, acceptance, and empathy, where all members are valued, respected, and supported. RELATIONSHIPS
This position reports to the Director of Technology and Innovation and interacts with administrators, faculty, staff, students, vendors, and visitors to the campus. ESSENTIAL DUTIES AND RESPONSIBILITIES
Administer and optimize the school’s help desk system, including ticket management, prioritization, and performance reporting. Contribute to the development of clear service-level expectations to ensure timely and effective resolution of technology issues. Serve as the first escalation point for technical issues and ensure prompt resolution and practice communication with end users. Maintain and publish documentation, FAQs, and user guides to enhance self-service and improve user experience. Analyze ticket trends and recommend process or technology improvements to reduce recurring issues. TECHNICAL SUPPORT & DEVICE MANAGEMENT
Deliver hands-on technical support for employee devices and shared printers, copiers, and other peripherals. Support a BYOD program for students, assisting with device connectivity, account access, and common application troubleshooting. Manage device provisioning, configuration, and updates for school-owned equipment throughout mobile device management platforms. Administer Apple School Manager and related services for faculty and classroom use. Maintain and support classroom technology, including Apple TVs, projectors, and other AV systems. TRAINING, COMMUNICATION, AND KNOWLEDGE SHARING
Provide onboarding technology training for new faculty and staff and assist with new student onboarding. Lead technology workshops for employees and maintain a robust knowledge base for the tech team and end users. Act as a bridge between IT and the school community, ensuring a positive and service-oriented approach. ASSET & SYSTEM MANAGEMENT
Maintain the school’s asset management system for all school-owned technology equipment. Assist with planning for hardware refresh cycles and budget recommendations. COLLABORATION & CONTINUOUS IMPROVEMENT
Work with the Director of Technology and Innovation to enhance service delivery and user satisfaction. Stay current on IT service management best practices, educational technology trends, and cybersecurity awareness. Participate in technology planning and school committees as assigned. Occasional after-hours or weekend support may be required for school events or critical system issues. Other duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES
Experience in independent schools or similar environments is highly desired. Strong commitment to customer service and ability to work effectively with a diverse school community. Proficiency in Windows and macOS support for end-user devices in a mixed environment. Experience administering and troubleshooting Microsoft 365, Active Directory, and related cloud services. Familiarity with mobile device management platforms for macOS and iOS. Knowledge of classroom technology tools and peripheral device support. PROFESSIONAL QUALITIES OF WEBB FACULTY & STAFF
Contributes to the delivery of the mission, vision, and values of the school community. Demonstrates inclusive and equitable practices to ensure that all members of the community feel a sense of belonging. Follows community policies and procedures and models positive behavior. Works effectively as a team member and develops professional and productive relationships with colleagues. Understands boundaries and embraces responsibility for the care of students. Promotes a trust-based community by keeping appropriate confidence. Manages time effectively and meets deadlines and commitments. Communicates and responds to all school communications in a timely manner. Exhibits flexibility and adaptability to change as needed. SUPERVISORY RESPONSIBILITIES
No supervisory duties assigned. EDUCATION AND EXPERIENCE
Bachelor's degree in information technology or related field (or equivalent experience). Three plus years of IT support experience, with leadership or process management responsibilities. OTHER REQUIREMENTS
A criminal background check must be successfully completed before employment can begin. PHYSICAL REQUIREMENTS
The physical requirements are representative of those that must be met by an employee to successfully perform the essential functions of this position. Ability to sit, stand, walk, and lift up to 50 pounds. COMPENSATION PHILOSOPHY
Anticipated salary range: $33.00-$38.45. The Webb Schools offer competitive compensation, including highly subsidized health plans, robust retirement contributions, and tuition remission. The Webb Schools are an Equal Employment Opportunity Employer, committed to providing equal employment opportunities and not discriminating based on perceived or actual characteristics protected by state or federal law.
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The Webb Schools are committed to fostering an inclusive school community characterized by openness, acceptance, and empathy, where all members are valued, respected, and supported. RELATIONSHIPS
This position reports to the Director of Technology and Innovation and interacts with administrators, faculty, staff, students, vendors, and visitors to the campus. ESSENTIAL DUTIES AND RESPONSIBILITIES
Administer and optimize the school’s help desk system, including ticket management, prioritization, and performance reporting. Contribute to the development of clear service-level expectations to ensure timely and effective resolution of technology issues. Serve as the first escalation point for technical issues and ensure prompt resolution and practice communication with end users. Maintain and publish documentation, FAQs, and user guides to enhance self-service and improve user experience. Analyze ticket trends and recommend process or technology improvements to reduce recurring issues. TECHNICAL SUPPORT & DEVICE MANAGEMENT
Deliver hands-on technical support for employee devices and shared printers, copiers, and other peripherals. Support a BYOD program for students, assisting with device connectivity, account access, and common application troubleshooting. Manage device provisioning, configuration, and updates for school-owned equipment throughout mobile device management platforms. Administer Apple School Manager and related services for faculty and classroom use. Maintain and support classroom technology, including Apple TVs, projectors, and other AV systems. TRAINING, COMMUNICATION, AND KNOWLEDGE SHARING
Provide onboarding technology training for new faculty and staff and assist with new student onboarding. Lead technology workshops for employees and maintain a robust knowledge base for the tech team and end users. Act as a bridge between IT and the school community, ensuring a positive and service-oriented approach. ASSET & SYSTEM MANAGEMENT
Maintain the school’s asset management system for all school-owned technology equipment. Assist with planning for hardware refresh cycles and budget recommendations. COLLABORATION & CONTINUOUS IMPROVEMENT
Work with the Director of Technology and Innovation to enhance service delivery and user satisfaction. Stay current on IT service management best practices, educational technology trends, and cybersecurity awareness. Participate in technology planning and school committees as assigned. Occasional after-hours or weekend support may be required for school events or critical system issues. Other duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES
Experience in independent schools or similar environments is highly desired. Strong commitment to customer service and ability to work effectively with a diverse school community. Proficiency in Windows and macOS support for end-user devices in a mixed environment. Experience administering and troubleshooting Microsoft 365, Active Directory, and related cloud services. Familiarity with mobile device management platforms for macOS and iOS. Knowledge of classroom technology tools and peripheral device support. PROFESSIONAL QUALITIES OF WEBB FACULTY & STAFF
Contributes to the delivery of the mission, vision, and values of the school community. Demonstrates inclusive and equitable practices to ensure that all members of the community feel a sense of belonging. Follows community policies and procedures and models positive behavior. Works effectively as a team member and develops professional and productive relationships with colleagues. Understands boundaries and embraces responsibility for the care of students. Promotes a trust-based community by keeping appropriate confidence. Manages time effectively and meets deadlines and commitments. Communicates and responds to all school communications in a timely manner. Exhibits flexibility and adaptability to change as needed. SUPERVISORY RESPONSIBILITIES
No supervisory duties assigned. EDUCATION AND EXPERIENCE
Bachelor's degree in information technology or related field (or equivalent experience). Three plus years of IT support experience, with leadership or process management responsibilities. OTHER REQUIREMENTS
A criminal background check must be successfully completed before employment can begin. PHYSICAL REQUIREMENTS
The physical requirements are representative of those that must be met by an employee to successfully perform the essential functions of this position. Ability to sit, stand, walk, and lift up to 50 pounds. COMPENSATION PHILOSOPHY
Anticipated salary range: $33.00-$38.45. The Webb Schools offer competitive compensation, including highly subsidized health plans, robust retirement contributions, and tuition remission. The Webb Schools are an Equal Employment Opportunity Employer, committed to providing equal employment opportunities and not discriminating based on perceived or actual characteristics protected by state or federal law.
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