• Job Description

  Req#: 744764

  Description

  Support Lead

  Full-Time Staff

  12-month Exempt

  Redmond, Washington

  
  

  Department Summary:

  In 2022 the Library and Technology Departments merged into a new department called Information Literacy & Technology. The new, combined mission is to provide leadership, resources, and structures to develop multi-literate, adaptable learners. To support learning, the department is organized around Instructional Support, Data, Systems, and Help & Training. The ILT Team at Overlake is made up of passionate, diverse, and talented individuals focused on ensuring that information and technology serve Overlake’s mission and vision. We seek dynamic, passionate, resourceful, and curious individuals to add to the richness of the Overlake community in support of our school values. Learn more about our program at https://ilt.overlake.org .

  
  

  Position Summary:

  The Support Lead is responsible for leading all things support and customer service for Overlake’s Information Literacy & Technology (ILT) Program; leading customer service for a mission-driven program means first and foremost supporting learning and growth in our community. The Support Lead supervises the Support Specialist, and together work to staff and manage the help desk, ticketing systems, and documentation platforms as needed to provide excellent support experiences. In all this work, the goal is to build professional relationships with community members and ensure that the school’s end-user experience and overall technology and information infrastructure support the mission and goals of the Overlake School. In addition to providing individualized technology end-user support, this position will also be involved with planning and delivering technology-driven professional development to individuals as well as small and large groups of students, employees, and parents throughout the year, including summer sessions. This position works closely with other ILT department members to provide a seamless and integrated technology experience. The ideal candidate has a strong love of learning, a desire to be in a classroom/school environment, is a team player, and has the curiosity to dive in to solve any problem. The ILT Help Desk primarily supports our community with laptops, Canvas (Learning Management System/LMS), Veracross (School Information System/SIS), Microsoft 365, PaperCut Hive (printing), and a variety of other tools and platforms used across the school community.

  
  

  Principal Duties:

  • Serve as first contact for anyone in need of support from the ILT department, whether electronically or face-to-face. Provide end-user technical support throughout the organization.
  • Coordinate and staff the Overlake Help Desk in its physical form in the Library, as well as the online Help Desk ticketing system. This includes coordinating and administering the ticketing request system, Zendesk, as well as triaging tickets and resolving where possible, and otherwise routing to the appropriate member of the technology department or third-party consultant, where appropriate.
  • Supervise and manage student behavior in the library space, and partner with the ILT Operations and Resource Coordinator to set and uphold policies, schedules, and practices to keep the library supervised and functioning for all users.
  • Supervise the Support Specialist to support their day-to-day work, growth, and development.
  • Process equipment, check-outs, supplies, and resource orders for the ILT department.
  • Coordinate and manage the deployment of computers and related equipment, including receipts, asset tags, labels, adding to inventory, and basic configuration.
  • Manage and utilize help desk systems and workflows to document and track customer service.
  • Manage and participate in the deployment, maintenance and reclamation of end-user devices and peripherals.
  • Attend and participate in technology department and community meetings.
  • Lead classroom AV replacement projects.
  • Take a proactive approach to collaborate, brainstorm, and share best practices within the department and community.
  • Engage in regular professional development that supports school, department, and personal goals.
  • Take initiative to make things better; document and communicate changes to the team and community.
  • Coordinate scheduling with third party vendors for on-site repair visits and consultations.
  • Maintain and implement technology documentation website for tutorials, licensing, and information for the community.
  • Maintain up-to-date inventory information on all hardware as well as licensing information and shared passwords for software and subscriptions.
  • Provide basic network support and maintenance in consultation with colleagues.
  • Technical, production, and A/V support for community events after hours, both online via Teams and in-person.
  • Provide software and hardware support for campus A/V and telephone systems.
  • Refer major hardware or software problems to outside vendors for assistance and service.
  • Provide backup support to departmental staff as required.
  • Other duties as assigned.

  Reporting Relationships:

  • Reports to the Director of Technology
  • Supervises the Support Specialist

  Working Conditions: Daily interaction with faculty, staff, parents, vendors, trustees, and volunteers. After-hours and special events support is occasionally required. Ability to lift 30 lbs., climb stairs, and crawl under desks as needed to install/move equipment.

  Salary: $55-75,000 annual salary commensurate with experience. Competitive benefits, generous time-off, tuition remission and professional development, food stipend, and more.

  Requirements

  Minimum Qualifications:

  • Bachelor’s degree preferred.
  • Three years of experience in customer service and technology support is required.
  • Passion for learning and working in a learning environment with children, young adults, and educators.
  • Strong “can-do,” proactive customer service attitude.
  • Demonstrated methodical troubleshooting process, including a conceptual understanding of how technologies work to break them down into their parts.
  • Proven communication and interpersonal skills; ability to explain complex ideas to average users.
  • Exemplary attention to detail and organizational skills.
  • Ability to work independently and in teams.
  • Knowledge of trends in technology, educational technology, and customer service.
  • Ability to engage and support students, faculty, and staff in meaningful ways.
  • Ability to take initiative to define and pursue one’s own professional development.
  • Solid understanding and capable troubleshooting of all modern desktop and mobile operating systems. Ability to support and troubleshoot projection, networking, and printing issues is preferred.
  • Ability to work under pressure while maintaining a positive and optimistic attitude.
  • Ability to triage problems under high-stress situations.

  
  

• About the company

  The Overlake School is a 5-12 private, non-sectarian, co-educational, college preparatory school in Redmond, Washington, United States that was founded in 1967 by Charles Clarke.

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