Help Desk Manager, Information Technology

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 :

Training, Communication, and Knowledge Sharing :

Asset & System Management :

Collaboration & Continuous Improvement :

KNOWLDEGE, SKILLS, AND ABILITIES

PROFESSIONAL QUALITIES OF WEBB FACULTY & STAFF

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