Lead – Technology Help Desk

As the fastest growing, highest-performing charter school network in New York State, Success Academy is reimagining K-12 public education. Nationally recognized for our innovative, whole-child school model and outstanding academic results, Success Academy educators are empowering children from all backgrounds with the knowledge, skills, and self-belief to succeed in college and in life. We now need a results-driven Lead, Technology Help Desk to join our Technology team. 

Reporting to the Head, People Technology, the Lead, Technology Help Desk will oversee the services provided to the Help Desk team and manage the day-to-day operations of the service. This role is responsible for ensuring that the team’s standard operating procedures (SOPs) are consistently followed and steps in when escalations occur to mitigate. This person will also be responsible for reporting performance of the team, managing the team’s schedule, conducting performance evaluations and other administrative duties. In addition, this role will act as an escalation point for advanced troubleshooting and quickly escalate issues as needed across the organization. To be successful as a Lead, excellent interpersonal and conflict management skills are a must. Ultimately, a top-notch Lead, Help Desk Support should be able to ensure that our employees receive professional and efficient technical support. 

Key responsibilities include: 

● Manage the Help Desk team and evaluate performance. 

● Mentoring your team, providing training, and conducting 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. 

● Communicating with users, providing in-person and remote support, when required.

● Develop, conduct and maintain technical training presentations for onboarding employees. 

● Troubleshooting and resolving advanced technical issues. 

● Managing escalations and ensuring any issues are resolved in a timely manner.

● Making 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. 

● Maintaining confidentiality and privacy in all dealings with organizational technical initiatives. 

● Flexibility to travel between the central "Network" office and multiple school locations.

● Assist with other Technology initiatives and projects as needed.

A successful applicant will have the following experiences and education: 

Required Qualifications 

● Bachelor’s degree or equivalent work experience. 

● 3+ years of experience with ServiceNow.

● 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. 

A successful applicant will have the following traits: 

Required 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.