Help Desk Lead (Remote) - Success Academy Charter Schools : Job Details

Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 53 schools in NYC a fair shot at reaching his or her potential. 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, Help Desk Support to join our Technology team.Reporting to the Leader, Help Desk and Asset Management, the Lead, Help Desk Support will oversee the services provided to the Help Desk team and manage the day-to-day operations of the service. This person will also be responsible for reporting performance of the team, managing the team's schedule, conducting performance evaluations and other administrative duties. 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.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.Managing escalations and ensuring any issues are resolved in a timely manner.Recruit, train and support help desk representatives and technicians.Contribute to improving customer support by actively responding to queries and handling complaints.Flexibility to travel between central Network office and multiple school locations.Assist with other Technology initiatives and projects as needed.Bachelor's degree or equivalent work experience.~ 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 leadership and people management skills.~ 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.Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Success Academy offers a full benefits program and opportunities for professional growth.Already an employee of Success Academies? Please go to your Okta Dashboard Workday Applications Career to apply via our Internal Careers page.We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth.Success Academy Charter Schools does not offer employment-based immigration sponsorship.