Description

The responsibilities for this position include, but are not limited to:

• Managing day-to-day operations of the IT Support Helpdesk;


• Driving IT Support project management process and preparation of team metrics;


• Participating in the development of a service level agreement and ongoing management of service level compliance with regards to end-user support;


• Developing a performance measurement framework and facilitating feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered;


• Participating and assisting in driving the knowledge management process;


• Managing Help Desk resources for optimal performance; this will consist of resource management for incoming user support requests, projects, and administrative work;


• Leading Systems Administrator for the Service Desk Management system;


• Maintaining current knowledge of industry trends, evaluating new information systems products or services and recommend changes as appropriate to existing products, systems or services to better support the organization;


• Possibly providing Tier II and on occasion Tier III local and remote technical support to New Leaders for New Schools staff;


• Participating in system deployments, new office network buildouts, technology rollouts, and software installation/distribution; and,


• Managing the Senior IT Support Associate and the  IT Support Assistant.

Qualifications:

·         Passionate belief in the mission of New Leaders for New Schools, which is to foster high levels of academic achievement for every child by attracting, preparing, and supporting the next generation of outstanding principals for public schools in Chicago and across the nation;

·         Excellent written and oral communication skills, experience in providing user support, and comfort working with users with a wide range of technology sophistication;

·         Minimum of 4 years of experience working in technology support, with knowledge in the following areas: MS Windows XP/2003/2008, MS Office 2003/2008 and application support skills; TCP/IP, DNS, DHCP (pertaining to client-side support), fundamental networking technologies;

·         A track record of proactive customer service, including the ability to forecast upcoming challenges and user needs;

·         Knowledge of IT Infrastructure Library (ITIL) a strong plus;

·         Prior work in a multi-site environment is recommended, but not required;

·         Knowledge of MS Exchange front end administration and RIM/Blackberry devices a plus;

·         Proven project management and organization skills; ability to manage the workflow of multiple products; ability to balance the big picture with detailed steps to reach goals; ability to juggle multiple competing priorities;

·         Understanding of website management and tools;

·         Familiarity with web tools and technologies, such as HTML, CSS, ASP.NET, Flash, Javascript, PHP, and SQL a strong plus, but not required;

·         Strong interpersonal skills – ability to build/cultivate personal relationships and relate to people from diverse backgrounds, sectors, and experiences;

·         Strong team player; and,

·         Experience with Helpdesk/Service Desk Management platforms a plus.