Lead Technology Help Desk Specialist

4 weeks ago

New York, New York, United States Success Academy Charter Schools Full time
Job Description

Thanks for your interest in Success Academy Charter Schools. We're reimagining K-12 public education and need a results-driven Lead, Help Desk Support to join our Technology team.

Key Responsibilities
  • Manage the Help Desk team and evaluate performance.
  • Mentor your team, provide training, and conduct performance evaluations.
  • Own and manage vendor relationships for tools and services provided for the Help Desk team.
  • Develop daily, weekly, and monthly reports on the help desk team's productivity.
  • Communicate with users, provide in-person and remote support, when required.
  • Develop, conduct, and maintain technical training presentations for onboarding employees.
  • Troubleshoot and resolve advanced technical issues.
  • Manage escalations and ensure any issues are resolved in a timely manner.
  • Make recommendations to improve operational efficiency.
  • Ensure customer service is timely and accurate on a daily basis.
  • Recruit, train, and support help desk representatives and technicians.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Establish best practices through the entire technical support process.
  • Follow up with customers to identify areas of improvement.
  • Maintain confidentiality and privacy in all dealings with organizational technical initiatives.
  • Flexibility to travel between central 'Network' office and multiple school locations.
  • Assist with other Technology initiatives and projects as needed.
Requirements
  • Bachelor's degree or equivalent work experience.
  • At least 3-5 years of experience as a Help Desk Manager or a Senior IT Lead role leading a team of 5 or more.
  • 2 years of Apple configuration and support experience (iPads, iOS, iPhones, MacBooks, etc.).
  • Excellent analytical and troubleshooting skills.
  • Ability to work under pressure.
  • Excellent leadership and people management skills.
  • Strong customer service skills.
Preferred Traits
  • An excellent customer service manner is required, together with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
  • Excellent verbal and written skills.
  • Flexibility - Priorities can change quickly. Successful candidates will have a demonstrated ability to pivot to new priorities quickly.
  • Logical Thinking - Ability to logically assess software and hardware issues. Candidates should be able to work through a mental decision tree that will allow them to solve 99% of all software-related issues.
  • Ability to work in a fast-paced, highly technical environment.
  • Collaboration across multiple organizational departments to achieve common goals.
  • The ability to discuss technical issues with colleagues of varying technical backgrounds.
  • Enthusiasm for continuous improvement.
  • Proactive and transparent.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world.

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