Help Desk Supervisor
Temporary Contract Position - 6 months
Department: Information Technology
Reports to: Director of Information Technology
Role Overview
Reporting to the Director of Information Technology, the Help Desk Supervisor is responsible for the overall functionality and direction of the Help Desk. Responsible for ensuring all student and employee requests are dealt with in an efficient and effective manner. This role is also responsible for supporting the Board of Governors portal and their file sharing needs. This is a temporary contract position to address an immediate staffing need due to a leave of absence.
Who We Are
SMLS is a premier independent girls' school (JK–Grade 12) with 135 years of history. Located on 10 acres in Olde Oakville, our mission is to provide personalized, real-world learning experiences that encourage young women to challenge and transform the world. Our tight-knit, nurturing community allows each girl to explore her unique pathway to success. SMLS students learn to dare–and develop the future-ready skills, resilience, and confidence to lead beyond our doors.
Who You Are
The ideal candidate will exhibit the following:
Achievement Orientation - Improves Performance and Overall Output:
Makes specific changes in own or related work methods to improve performance (i.e., does something better, faster, at lower cost, more efficiently; improves quality of education, increases parent and student satisfaction, increases team morale, revenues). Monitors performance and continues to make adjustments to obtain specific outcomes.
Continuous Learning and Improvement - Applies Updated Skills and Abilities: Solicits information about professional area, operations of other Schools and changes work habits/routines/approaches to incorporate learning on the job to improve performance.
School Service Focus - Takes Personal Responsibility:
Takes personal responsibility for meeting School community needs. Makes self fully available, especially when a community member is going through a critical period. Deals with their need promptly.
Teamwork - Actively Shares Information and Learning:
Ensures all members of the team are kept up-to-date about relevant and useful information, developments or trends. Is sensitive to the thoughts, feelings and concerns of other team members. May support team activities as a team leader.
Use of Expertise - Volunteers Expert Help:
Seeks opportunities to help people with their subject matter specific problems. Based on expertise and practical experience, acts as a subject matter resource in non-routine situations.
Experience: 5+ years of Help Desk experience
Experience in an Independent School (asset)
Education: Post Secondary Education in Computer Programming, Networking or
Computer Science
Computer Skills: Advanced knowledge of Mac and PC Applications
Comfort with Audio/Visual presentation equipment and use
Working Conditions: Office Environment
Duties and Responsibilities
General Responsibilities
- Provide exemplary customer service to all employees, students, parents and other SMLS community members.
- Analyze and resolve all student and employee technology issues; escalate where appropriate.
- Provide tutorials and documentation to students and employees on various hardware and software.
- Possess advanced computer knowledge of MacOS, iOS, and Windows systems.
Key Knowledge, Skills and Abilities
- Understanding of PC and Mac Platforms, Understanding of Network Systems, Computer and Computer Design, Multi-tasking, Project Management, Interpersonal, Organization, Drive and Determination and Orientation to Detail.
- 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 manages profiles and iOS applications on approximately 150 iPads
- Performs imaging/updating all SMLS laptops (staff/students) 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 Jamf for specific application deployments (JamfTrust, 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.
- 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 and Blackbaud Education Management suite (MySMLS) - various functions.
- Troubleshooting, managing and maintaining SMLS VOIP 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), and audio/video presentation setups
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Window devices, deployment, troubleshooting and maintenance
- Tracking and inventorying SMLS devices
- Coordinate with external repair shop 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 HelpDesk/IT Dept.
- Managing ticketing system: monitoring and assign IT support tickets accordingly, track SLA resolution times, assign or escalate tickets accordingly, review tickets resolutions to ensure quality and accuracy, manage users, and manage inventory
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Generate and analyze reports for various business needs
- Develop proper documentation for troubleshooting and system maintenance procedure
- 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 HelpDesk
- Provide regular updates on HelpDesk operations and projects to the Director of IT
Audio Visual
- Setup and configuration of audio and video equipment for school events, presentations, concerts, live performances.
- Operation of audio and video equipment as needed.
- Responsible for the maintenance, organization and storage of audio/video equipment.
- Provides expertise to the Director of Information Technology on the procurement of new audio/video equipment.
- Provide how-to/education to students/employees who may need to operate audio/video equipment.
SMLS' culture is highly collaborative and community-oriented. All staff are expected to participate fully in the life of the school, including attending school events which may occur on evenings or weekends from time to time (faculty participation in co-curriculars is essential).
Employees are expected to undertake additional responsibilities as reasonably assigned, consistent with the scope and level of the role.
Candidates should be aware that, as the School continues to evolve, job responsibilities may be adjusted from time to time to align with the needs of our students and the School. Any such changes will be made reasonably, and every effort will be made to provide advance notice and appropriate training where required.
Compensation & Terms
The expected annual salary range for this position is $75,000 to $85,000, prorated to the contract term. Final salary placement may exceed this range in accordance with SMLS' Compensation Structure.
SMLS does not use artificial intelligence or automated decision-making tools in the screening or selection of candidates.
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
OUR VISION
Young women empowered to challenge and transform the world.
OUR MISSION
To engage each girl in a personalized, real-world learning experience where she explores her unique pathways within a nurturing community.
OUR VALUES
Excellence · Courage · Integrity · Belonging
If you are interested in an opportunity to join our school, please submit both your cover letter and resume in a single pdf file.
Files should be in the following name format: firstinitial_lastname_job title
We appreciate and thank all applicants for your interest in SMLS, however, only those candidates invited for an interview will be contacted. Please also note that the successful candidate will be required to provide a police vulnerable sector check as a condition of employment.
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.
