Summary:

The Technology Support Manager (also known as IT Service Desk, Support Desk, or Help Desk Manager) will work with school leaders and the business to enable the successful use and adoption of technology services for 100 school locations across nine states via a central Service Center located in Grand Rapids, MI. They will manage a technology support contact center and team responsible for helping customers operate and troubleshoot a portfolio of provided technology solutions critical to student achievement and the business operations of the organization. Reporting to the manager will be Technology Support Center Team Leads, a School Technology Team Lead, and Technology Support Technicians. This position will report to the Director of IT Operations.

Essential Duties and Responsibilities:

• Lead the team that has substantial impact in providing outstanding technology customer service to over 5,000 customers comprised of school staff and Service Center team members
• The manager and his/her team will work to solve customer technical requests and will proactively offer solutions, ideas, and insights to improve customer issues and challenges
• Collaborate with clients and team to solicit suggestions to improve effectiveness of existing programs
• Resolves problems, identifies trends and drives improvements
• Oversee content added and updated into the IT Support Knowledgebase and use best-practices to leverage it for incident resolution
• Will participate in the talent acquisition process, conduct talent evaluations, and provide team member coaching to build a successful customer support team
• Responsible for the coordination and completion of team’s projects
• Functions as a liaison between IT and users (internal customers) with both functional and technical expertise

• The manager will develop positive relationships and work closely with our Educational Technology team, School Leadership, school teaching staff, and members of the NHA Technology Services team
• Will partner with application development and system administration teams to proactively release new applications, solutions, and or upgrades. Will assurance that knowledge base articles exist and or are up to date prior to application releases
• Assist with program evaluations and updates to programs and services
• Responsible for relationship management which includes project management communication about needs resources and project issues to ensure optimal results
• Participate in the quality assurance process and change management of purchased and developed solutions to ensure features and functions have been enabled and optimized

• Will partner with ITIL system administration to plan platform upgrades, sprint releases, functional changes, and enhancements.

Minimum Qualifications:

• 3+ years of leading others including managing supervisor/lead roles in a team setting
• Comfortable working with a range of employees from entry level to executive
• Has a growth and continuous process-improvement mindset
• Knowledge of an Information Technology Service Management (ITSM) platform including incident flow, work to resolution, escalation, knowledge base correlation, and process improvement
• Excellent organizational, communication, relationship, and project management skills with the ability to meet tight deadlines, manage heavy workloads and prioritize tasks
• Has ability to understand and use data to improves process

Preferred Qualifications:

• Knowledge of ITIL service fundamentals including incident, problem, and change management
• Bachelor’s Degree from an accredited institution or equivalent years of experience
  

National Heritage Academies is an Equal Opportunity Employer