Help Desk Supervisor

**Help Desk Supervisor**

**Full-Time Permanent Position**

**Who We Are**

Located on 10 beautiful acres in the heart of Olde Oakville, St. Mildred’s-Lightbourn School (SMLS) is a premier independent school for girls from JK through to Grade 12. Our mission is to engage each girl in a personalized, real-world learning experience where she explores her unique pathways within a nurturing community.

**An Opportunity to Join SMLS**

Department: Information Technology

Reports to: Director, Information Technology

Liaises with: Staff, Faculty, Students

Education: Post-secondary education in Computer Programming, Networking or Computer Experience: 5+ years of Help Desk experience

Advanced knowledge of Mac and PC Applications

Comfort with Audio/Visual presentation equipment and use

Experience 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.
- 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).
- 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.).
- 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.
- 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 sta