Energy Jobline ZR
Help Desk Manager, Information Technology in Claremont
Energy Jobline ZR, Claremont, California, United States, 91711
Job Description
SUMMARY 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. It reports to the Director of Technology and Innovation and collaborates closely with stakeholders across the school. MISSION AND COMMITMENT TO EQUITY, INCLUSION, AND BELONGING
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. Our community is strengthened by the diverse views, beliefs, backgrounds, and experiences of our students, faculty, staff, and alumni. Embracing all its many forms is essential to our mission: to provide an exemplary learning community that nurtures future leaders who act with honor and moral courage and serve with a generous spirit. For more on our values and commitment to DEI initiatives, click here. RELATIONSHIPS
This position reports to the Director of Technology and Innovation and interacts with administrators, faculty, staff, students, vendors, and visitors on campus. ESSENTIAL DUTIES AND RESPONSIBILITIES
Job responsibilities are assigned by the Director of Technology and Innovation and may be altered, added to, or eliminated at any time. Specific responsibilities include, but are not limited to: Help Desk Operations & Service Leadership
Administer and optimize the school’s help desk system (Freshdesk), including ticket management, prioritization, and performance reporting. Develop clear service-level expectations to ensure timely and effective resolution of technology issues. Serve as the first escalation point for technical issues; 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 approximately 150 employee devices and 50–60 shared printers, copies, 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 through mobile device management (MDM) platforms such as Mosyle. Administer Apple School Manager and related services for faculty and classroom use. Maintain and support classroom technology (Apple TVs, projectors, and other AV systems). Training, Communication, and Knowledge Sharing
Provide onboarding technology training for new faculty and staff; assist with new student training. 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. KNOWLDEGE, SKILLS, AND ABILITIES
Experience in independent schools or similar environments is highly valued. 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, Azure Active Directory, and related cloud services. Familiarity with mobile device management (MDM) platforms for macOS and iOS (e.g., Mosyle). Knowledge of classroom technology tools (Apple TVs, AV systems) 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 in loco parentis. 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. Experience defining and monitoring service‑level expectations in a support environment. Microsoft certifications (e.g., M365 Certified: Modern Desktop Administrator, Azure Fundamentals). OTHER REQUIREMENTS
A criminal background check must be successfully completed before employment can begin. PHYSICAL REQUIREMENTS
Ability to sit, stand, walk, and lift up to 50 pounds. Frequent use of hands for typing, device repair, and equipment handling. Ability to work across multiple campus locations and in classroom settings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. COMPENSATION PHILOSOPHY
Anticipated salary range: $33.00–$38.45 per hour. The Webb Schools offer competitive compensation, including highly subsidized health plans, robust retirement contributions, and tuition remission. Webb allocates substantial resources to growth and professional development, including funding for advanced degrees, curriculum development, industry conferences, and workshops. The Webb Schools are an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities and do not discriminate based on perceived or actual race, color, religion, sex, national origin, age, disability, marital status, military or veteran status, medical condition, gender expression, or any other characteristic protected by state or federal law. If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
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SUMMARY 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. It reports to the Director of Technology and Innovation and collaborates closely with stakeholders across the school. MISSION AND COMMITMENT TO EQUITY, INCLUSION, AND BELONGING
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. Our community is strengthened by the diverse views, beliefs, backgrounds, and experiences of our students, faculty, staff, and alumni. Embracing all its many forms is essential to our mission: to provide an exemplary learning community that nurtures future leaders who act with honor and moral courage and serve with a generous spirit. For more on our values and commitment to DEI initiatives, click here. RELATIONSHIPS
This position reports to the Director of Technology and Innovation and interacts with administrators, faculty, staff, students, vendors, and visitors on campus. ESSENTIAL DUTIES AND RESPONSIBILITIES
Job responsibilities are assigned by the Director of Technology and Innovation and may be altered, added to, or eliminated at any time. Specific responsibilities include, but are not limited to: Help Desk Operations & Service Leadership
Administer and optimize the school’s help desk system (Freshdesk), including ticket management, prioritization, and performance reporting. Develop clear service-level expectations to ensure timely and effective resolution of technology issues. Serve as the first escalation point for technical issues; 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 approximately 150 employee devices and 50–60 shared printers, copies, 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 through mobile device management (MDM) platforms such as Mosyle. Administer Apple School Manager and related services for faculty and classroom use. Maintain and support classroom technology (Apple TVs, projectors, and other AV systems). Training, Communication, and Knowledge Sharing
Provide onboarding technology training for new faculty and staff; assist with new student training. 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. KNOWLDEGE, SKILLS, AND ABILITIES
Experience in independent schools or similar environments is highly valued. 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, Azure Active Directory, and related cloud services. Familiarity with mobile device management (MDM) platforms for macOS and iOS (e.g., Mosyle). Knowledge of classroom technology tools (Apple TVs, AV systems) 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 in loco parentis. 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. Experience defining and monitoring service‑level expectations in a support environment. Microsoft certifications (e.g., M365 Certified: Modern Desktop Administrator, Azure Fundamentals). OTHER REQUIREMENTS
A criminal background check must be successfully completed before employment can begin. PHYSICAL REQUIREMENTS
Ability to sit, stand, walk, and lift up to 50 pounds. Frequent use of hands for typing, device repair, and equipment handling. Ability to work across multiple campus locations and in classroom settings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. COMPENSATION PHILOSOPHY
Anticipated salary range: $33.00–$38.45 per hour. The Webb Schools offer competitive compensation, including highly subsidized health plans, robust retirement contributions, and tuition remission. Webb allocates substantial resources to growth and professional development, including funding for advanced degrees, curriculum development, industry conferences, and workshops. The Webb Schools are an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities and do not discriminate based on perceived or actual race, color, religion, sex, national origin, age, disability, marital status, military or veteran status, medical condition, gender expression, or any other characteristic protected by state or federal law. If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
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