Help Desk Manager

Nord Anglia Education • Houston, TX

22h • Onsite

About The Position

The Help Desk Manager is responsible for maintaining an efficient and well-regarded IT help desk and providing excellent customer service and technical support. The role ensures the smooth operation of staff and student devices, prepares devices before each school year, and maintains an accurate inventory of IT assets. The Help Desk Manager supervises help desk staff, works with the IT team to keep services operating efficiently, and partners with the IT Director on projects. Some setup and support for after-hours meetings and events is required.

The position reports to the IT Director and supervises the Help Desk Support Specialist. It works closely with school staff and students, the IT department, and Facilities. Performance is evaluated through the annual performance review, customer service feedback, and ticket closure reports.

The Village School is a private college preparatory school in Houston, Texas, serving students from Early Childhood through High School. Its High School offers the International Baccalaureate Diploma program and boarding opportunities through Nord Anglia Boarding. The school is part of the Nord Anglia Education global network and emphasizes academic standards, lifelong learning, global citizenship, collaboration, and student welfare.

The role requires a commitment to safeguarding and promoting pupils’ welfare, including completing appropriate child protection training when required. Employees may be asked to perform duties beyond those listed as needed to support the organization.

Requirements

• Degree qualified and/or possess a relevant professional qualification and experience.
• At least five years of experience in a technical support role.
• Ample experience supporting Apple devices and experience supporting Windows devices.
• Experience using a help desk ticketing system.
• Experience with Google Workspace, Office 365, and Intune.
• Familiarity with wired and wireless networks.
• Excellent problem-solving and troubleshooting skills.
• Apple-certified technician, or able to become one within 90 days of employment.
• Commitment to safeguarding and promoting the welfare of pupils, and willingness to undertake appropriate child protection training when required.
• Professional and patient approach to customer service.
• Excellent verbal and written communication skills.
• High personal integrity and attention to detail.
• Conscientious, organized, and able to complete work to a consistently high standard.
• Flexible and positive approach to work; able to meet tight deadlines and prompt others to do the same.
• Adaptable in a fast-paced, changing environment and able to remain calm under pressure.
• Proactive, self-motivated, enthusiastic, and willing to take on multiple tasks.
• Able to work independently and collaboratively as a team member.
• Takes ownership of work and follows through on commitments.

Nice To Haves

• Experience working in education.
• Experience supervising staff.
• Experience managing complex IT projects.
• Continually seeks ways to improve IT services.
• Models The Village School and Nord Anglia Education values of respect, integrity, openness, courage, and ambition.
• Puts students first and helps maintain a safe, welcoming learning environment.

Responsibilities

• Maintain the smooth operation of staff- and student-facing desktops, laptops, tablets, AV equipment, operating systems, and applications in offices and classrooms.
• Monitor the school help desk to support staff and students.
• Take ownership of help desk tickets, set appropriate priorities, and maintain regular communication.
• Provide IT onboarding for new employees and technical training for staff.
• Organize, support, and manage student devices, including MacBooks and iPads.
• Prepare devices before each school year.
• Maintain an accurate inventory of IT assets.
• Manage the mobile device management system for Apple devices.
• Support IT-related projects, including occasional work outside regular hours, at night, or on weekends.
• Supervise and train help desk support staff.
• Manage the day-to-day execution of complex IT projects.
• Provide setup and support for some after-hours meetings and events.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed