Desktop Support Team Lead

Richmond, Virginia, United States Technology

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks an experienced Desktop Support Team Lead.


COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 600 people.

For additional information please visit: www.greatminds.org



OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.


The Desktop Support Team Lead role is for an experienced and hands on IT support individual who can work in a fast-paced, service-oriented organization. We are expanding the Great Minds IT team and rebuilding our systems from the ground up and looking for someone with a start-up mentality, great at managing multiple priorities, has excellent customer service and problem solving skills.


You will supervise the day-to-day operations of the Desktop Support team. You will create and manage escalation procedures and ensure service levels are maintained. You will be an technical escalation point for our Desktop Support staff and be responsible for monitoring and improving upon key performance indicators. In addition, you may be a resource on corporate IT Projects.


An ideal candidate will have hands-on skills supporting a Windows and Mac environment, and have broad range of experience using cloud tools (Okta, Jamf, Azure AD, O365, GSuite, Cylance, etc). We are seeking a self-starter, with a bias towards action, comfortable interacting with all levels of the organization. You will also be self-motivated, team-oriented and passionate about technology and bring a mindset of continuous improvement to IT operations.


This position is based in our Richmond, VA office but will also provide IT support for our remote users around the US.


Responsibilities

  • Provide technical leadership for a team of Tier 2, on-site and remote, technicians; performing implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, associated peripherals and our various cloud software.
  • Recruit, train, mentor and support help desk and desktop support technicians
  • Manage the third party tier 1 outsourced partner ( monitor service levels)
  • Develop daily, weekly and monthly Jira Service Desk reports on desktop support productivity
  • Recommend data-driven process changes or improvements
  • Use Jira Service Desk to track, route and redirect problems to the correct resources
  • Manage the onboarding/offboarding process including account creation, hardware builds and account termination
  • Assist with creating and maintaining a technical and end user knowledge base
  • Assist with IT purchases
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
  • Assist in ITIL major incident management and problem management processes
  • Work with Senior IT team members supporting ongoing corporate IT projects.
  • Proven work experience as a team leader or supervisor in an enterprise environment
  • Minimum of 2-3 years of experience managing an IT service desk
  • Minimum of 7 years of overall IT experience
  • Bachelor's Degree in Business, Information Technology, or related field
  • Excellent communication and leadership skills
  • Strong Windows operating system and application experience
  • ITIL Foundation certification preferred
  • Technical Certifications, such as ACSP, MCP, MCDT, MCITP/MCSA, A+, Network+, Security preferred
  • Knowledge of Windows 10, Macs, Microsoft O365, Okta, Jamf, Intune, Remote Desktop Services, Apple Mobile Devices, and Active Directory
  • Experience with Jira Service Desk or other service management solutions.
  • Experience with SSO applications such as ADFS, Okta or OneLogin.
  • Experience with Slack or MS Teams.
  • Experience providing Network Support, including knowledge of LAN, Wireless, and VPN troubleshooting
  • Experience providing customer support via phone, chat, tickets, or in-person interactions.
  • Ability to work flexible schedules to meet job requirements
  • Ability to drive or fly to various office locations

A cover letter and resume are required to be considered for this position.

If selected for an interview, a salary history and background check will be required.


Greatminds

greatminds.org

Great Minds is a non-profit organization founded in 2007 by teachers and scholars who want to ensure that all students receive a content-rich education.


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