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Help Desk Supervisor
3 months ago
will be responsible for the overall functionality and direction of the Help Desk and for ensuring all student and employee requests are dealt with in an efficient and effective manner.
They are also responsible for supporting the Board of Governors portal and their file sharing needs.Position DetailsDepartment:
Information TechnologyReports to:
Director, Information TechnologyLiaises with: Staff, Faculty,
Students Education:
Post-secondary education in Computer Programming, Networking or
Computer Experience: 5+ years of Help Desk experienceAdvanced knowledge of Mac and PC Applications Comfort with Audio/Visual presentation equipment and useExperience in Education (asset)
Experience in an Independent School (an asset) Experience in not for profit environment (an asset) Working Conditions:
Office / School Environment, Mac, Google Key Responsibilities Understanding of PC and Mac Platforms, understanding of network systems, computer and computer Design, multi-tasking, project management.
Provides technical hardware and software support for student and staff Mac laptops, Windows computers, printers, iPads, smart-phones. (total devices is approx. 700 units). Configures and builds main annual Mac laptop image/update workflow for annual summer updating of over 700 laptops. Configures and manages profiles and iOS applications on approximately 150 iPads. Performs imaging/updating all SMLS laptops (staff/students) over the summer and throughout the year as needed. Manages assets (Mac/Windows PC/iPads etc.) in Web Help Desk with assets tied to user accounts via serial numbers. Configures and maintains Apple School Manager (all MacOS devices). Configures and maintains JAMF Pro MDM for imaging/updating Apple devices (iOS/MacOS). Builds application packages via Casper for specific application deployments (Cisco Umbrella, Sophos EDR, Adobe Creative Cloud products, etc.). Configures printing devices and drivers for all devices (Mac & Windows). Manages users in PaperCut print queue server and configures Canon photocopying accounts for staff.Administers Service Desk ticketing server (creates new users, adds assets, manages incoming IT requests, delegates tickets to other IT Staff where necessary).
Manages IT Help Desk supplies and peripherals, recommends new purchases to the Director of IT. Provides audio/video support and configuration – projectors, Epson Brightlinks, RevTouch interactive displays, audio equipment, presentation setups. Assists in administering Google Workspace for Education (Gmail, Calendar, Drive etc. including User accounts, access, groups etc.). Researches and tests new versions of operating systems, applications, and hardware for future hardware and software deployments. Troubleshooting general technical issues for staff, students and SMLS community.Troubleshooting, managing and maintaining specific systems such as:
MDM (JAMF Pro), Apple School Manager, Papercut print queue server, Google Workspace for Education, Adobe Creative Cloud, Apple Caching Server, Blackbaud Education Management suite (MySMLS).
Troubleshooting, managing and maintaining the SMLS phone system. Troubleshooting, managing and maintaining iPads (iOS and app deployment). Be an escalation point for more complex technical issues.Oversee IT related projects such as:
annual system upgrades, migrations (on-prem to Cloud/SaaS), audio/video presentation setups
Summer laptop upgrade/deployment lead:
student/staff laptop upgrade and deployment (approx 700 laptops), ensure accuracy of configuration, ensure completion at specified timeframe (September), troubleshoot upgrade-related technical issues, iPad management and deployment (appx 150 iPads).
Window devices, deployment, troubleshooting and maintenance. Tracking and inventorying SMLS devices. Coordinate with external repair shops for hardware related issues. Coordinate with vendors for specific support and/or issue resolution. Manage supplies and peripherals, order as needed. Conduct project brainstorming and research sessions with the IT Department. Provide IT training for the Help Desk/IT Dept.Managing ticketing system:
monitoring and assign IT support tickets accordingly, reviewing tickets resolutions to ensure quality and accuracy, manage users, and manage inventory.
Generate and analyze reports for various business needs. Develop proper documentation for troubleshooting and system maintenance procedures. Identify technical inefficiencies in systems workflow. Ensure projects are completed in the timeframe specified and within the budget. Stay up to date with the latest IT trends and practices. Identify opportunities for improvement, efficiencies, trends and/or issues for the Help Desk. Provide regular updates on Help Desk operations and projects to the Director, IT. Who You AreYour StrengthsAbove all else, the successful candidate is a champion for girls' education.You are also:
An enthusiastic, articulate, and creative individual who communicates with ease and confidence. A critical thinker who demonstrates initiative, integrity and attention to detail.
A team player who enjoys being part of a vibrant, collaborative community and contributes positively to all areas of the school.
An initiator who challenges the status quo and seeks better and alternative means of achieving exceptional business results. Why Join SMLS?Our work is meaningful and important. As a school, we support each student's interests, talents, learning needs and strengths.Through our world-class facility, Signature Programs, expertise in girls' education, and dedication to personalization, our students become lifelong learners equipped to achieve excellence in whatever path they choose.
When you join SMLS, you join a fun and supportive community Our employees enjoy competitive compensation packages and may be eligible for some of the following benefits:Health, vision, and dental care Life insurance, AD&D insurance, and Long Term Disability insurance Employee & Family Assistance Program (EFAP) Mental health & wellbeing resources Ontario Teachers' Pension Plan / RRSP program with up to 5% employer match A healthy lunch program during the school year On-site fitness facilities On-site parking Time off during Winter Break and March Break Summer hours and extra long weekends in line with the school calendar The Essence of SMLS Each Girl at the CentreWe believe that each girl is creating her own distinct educational pathway, as her interests, strengths and passions emerge.
We are committed to co-creating that pathway with her in a personalized learning environment where each girl's joy, laughter and love of learning belong.
Academic Excellence and InnovationSMLS is grounded in best practices and focused on innovation.We set the highest standards of excellence for our academic curriculum and signature programs as we develop ethical, culturally competent leaders who are catalysts for positive change.
Wellbeing and BelongingWe understand that connectedness to oneself, others and the world around us is fundamental to our students' learning and wellbeing.
As a school community, we are united by our values and our commitment to building a just and inclusive environment with empathy, integrity and respect.
We honour our Anglican heritage and welcome all faiths and cultures, celebrating the diversity reflected by each member of our school community.
Strength of SpiritWe live in a complex world with uncertainty and change.We believe that resilience, courage and commitment are essential for our students and our community to embrace life fully, open ourselves to limitless possibilities, and boldly meet the unknown challenges ahead.
If you are interested in an opportunity to join our school, please apply online at We appreciate and thank all applicants for your interest in SMLS, however, only those candidates invited for an interview will be contacted.
SMLS is an equal opportunity employer and we accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.
We value diversity and are committed to creating an inclusive environment within our community. Please contact Human Resources with any requirements or questions.