Help Desk Supervisor

Responsibilities

• Oversee building‑level technology teaching assistants, including scheduling, workload management, and performance evaluations.
• Serve as the primary escalation point for TAs, providing technical guidance and supporting ongoing professional development.
• Monitor and assign tickets in Manage Engine Service Desk Plus to ensure timely resolutions and high end‑user satisfaction among teachers and staff.
• Maintain an accurate inventory of district hardware, including Chromebooks, laptops, interactive displays, and peripherals.
• Plan and implement multi‑year replacement cycles to keep classroom technology current and functional.
• Manage new equipment intake and the legal excessing and disposal of obsolete hardware in compliance with NYS regulations.
• Collaborate with the Director of Technology to map future equipment needs for annual budget forecasting.
• Conduct follow‑up evaluations to verify incident resolution meets district standards.
• Manage help desk ticket queues and troubleshoot issues to support technology TAs and systems used by faculty and staff.
• Assist in developing knowledge base materials and self‑service aides for staff and students.

Requirements

• Option A: Bachelor's degree in Computer Science or a closely related field plus one year of professional‑level supervisory experience in a Help Desk or user support environment.
• Option B: Associate's degree in Computer Science or related field plus three years of professional‑level experience, including one year in a supervisory capacity in a Help Desk or user support environment.
• Option C: Five years of professional‑level experience in a Help Desk or user support environment, including one year in a supervisory capacity.

Technologies

• Manage Engine Service Desk Plus
• Chromebooks in Google/Chromebook environments

Position Details

• Location: North Syracuse, NY (onsite)
• Salary: USD 68,000 - 78,000 per year
• Start Date: 07/06/2026
• Civil Service Title: Help Desk Supervisor

Preferred Skills

• Proven experience managing 1:1 device deployments in Google/Chromebook environments
• Familiarity with ITIL Service Lifecycle and process mapping
• Strong interpersonal skills and the ability to translate technical concepts for non‑technical instructional staff