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. This position reports to the Director of Technology and will collaborate closely with stakeholders across the school. 

MISSION AND COMMITMENT TO DIVERSITY, 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 diversity in all its many forms is essential to our mission: in particular, our call to provide an exemplary learning community that nurtures future leaders who will 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. This position interacts with administrators, faculty, staff, students, vendors, and visitors to the campus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Job responsibilities are assigned by the Director of Technology and Innovation, who may, in their sole discretion, alter, add to, or eliminate job assignments at any time, with or without prior notice. 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.
• 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; 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 throughout mobile device management (MDM) platforms (e.g., Mosyle or equivalent).
• 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 orientation.
• 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 preferred.
• 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, Axure Active Directory, and related cloud services.
• Familiarity with mobile device management (MDM) platforms for macOS and iOS (e.g., Mosyle or similar).
• 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 expectation in a support environment. Microsoft certifications (e.g., M365 Certified: Modern Desktop Administrator, Axure Fundamentals). 

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. Frequent use of hands for typing, device repair, and equipment handling. Ability to work across multiple campus locations and in classroom settings. As prescribed by law, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION PHILOSOPHY 

Anticipated salary range: $33.00-$38.45

The Webb Schools offer competitive compensation. In setting position ranges, Webb reviews numerous factors including industry data from NAIS, CAIS, NBOA, and other market data. 

Webb believes a strong benefits package is important for employee stability and retention. Benefits include 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, and other academic and pedagogical pursuits. 

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, national or ethnic origin, religion, sex, pregnancy (or any related conditions), age, marital status, military or veteran status, medical condition, gender/identity/expression, sexual orientation, or any other characteristic protected by state or federal law. www.webb.org