Manager of IT Systems & Helpdesk

$73,000 - $89,000 yearly
  • The Primary School
  • East Palo Alto, CA, USA
  • Nov 14, 2022
Full time Education Information Technology Technical Support

Job Description

ABOUT US

The Primary School is creating a new school model that brings together all of the adults in a child’s life, including parents, educators, and medical and mental health providers, starting from a very early age. We recognize the entrenched racism that exists within our public systems and the unjust impact this has had on families of color. Our aim is that children and families most impacted by systemic poverty and racism receive the multidisciplinary support they deserve to be well, learn, and thrive. 

Long-term, we hope to create a game-changing school model that can be replicated across the country. As we continue to learn and grow, we plan to share what we’ve learned and pursue policy and systems change on a local, state, and national level. We are supported by a growing coalition of philanthropic partners, building on the generous support of the Chan Zuckerberg Initiative.

Our approach has three defining characteristics:

  • We start early. We start working with children as young as 18 months and provide full-time school starting at age three to reach them at a critical stage in development. 
  • We partner with parents. We believe that when parents thrive, children thrive, so we support the wellness and growth of parents alongside the growth of their children.
  • We integrate services. Our unique model unites health care and education, building a multi-disciplinary team and holistic system of care around a child’s full needs.

In 2016, we opened our flagship school in East Palo Alto, California, with our first class of four year olds. We have grown to serve over 300 children and their families through a birth to three program, parent wellness program, full-day preschool, and elementary school, which will grow through eighth grade. In 2021, we opened our second site in the East Bay.

ABOUT OUR EAST PALO ALTO SITE

We are continuing to grow our East Palo Alto site and are excited to launch 5th grade for our 2022-2023 school year. In our school program, we currently serve over 300 students across two preschool grades (3 and 4 year olds) and kindergarten through fifth grade. Integrated into our program are the other core components of our model including our parent program - partnering closely with parents throughout their child’s development and providing wellness programming for caregivers; our birth to 3 program - coordinating early developmental screenings and intervention services; and our medical home partnerships - working with existing health care providers in the community to coordinate care for children.

ABOUT OUR EAST BAY SITE

We opened our second site with a founding class of four-year-old children and families who started preschool in August 2021. Drawing on key learnings from our first site, core components of the model include our parent program - partnering closely with parents throughout their child’s development and providing wellness programming for caregivers; our birth to 3 program - coordinating early developmental screenings and intervention services; and our medical home partnerships - working with existing health care providers in the community, including Kaiser Permanente in the East Bay, to coordinate care for children. 

ABOUT THE ROLE

The Manager of IT Systems & Helpdesk reports to the Senior Manager of IT & Facilities. This role is responsible for helping oversee the organization's IT initiatives and central Helpdesk function. The person in this role should be well-versed in educational web platforms and have broad experience with IT workstreams. This candidate will provide oversight of the School’s data security, maintenance, network, and equipment/devices. The position also provides the administration of and first line response for users requiring assistance with related technology issues. This is an on-campus position.

The Manager of IT Systems & Helpdesk is responsible for diagnosing IT issues and providing solutions to staff across the organization for all technical support requests. In collaboration with the Senior Manager of IT & Facilities, this role will serve as a key resource to develop and maintain productive and efficient IT systems for all staff, define and streamline technical requirements and processes, and manage technology vendors.

RESPONSIBILITIES

  • Help lead internal Helpdesk processes, serving as one of the main escalation points for IT issues via the internal ticketing system (Zendesk).
  • Serve as the primary technical support contact for staff, parents, and students in TPS’s mixed Chromebook, MacOS, and iOS environments
  • Co-manage and prioritize projects for 3rd party IT contractors for org-wide technical support.
  • Assist in configuring and administering our cloud-based Google Workspace, MS Office365, and Apple School Manager environments.
  • Support and configure our MDM systems; jamf Pro and MS Endpoint Manager (Intune).
  • Provide excellent support for users’ computer issues, including problems with hardware, software, network, printing, email, online services, etc. 
  • Order, receive, and track physical inventory of IT hardware (e.g. computers, peripherals, and accessories) and software licenses and services.
  • Support and maintain AV, communications, and technical systems across offices and school facilities.
  • Proactively identify and address technical issues across the organization.
  • Help design, update, and maintain IT documentation and knowledge base.
  • Assist in identifying opportunities for business process improvements and cost efficiencies through smart use of technology.
  • Evaluate, recommend, and lead implementation of new software platforms and services as needed. 

QUALIFICATIONS

  • A minimum of 3 years of relevant work experience in information technology, engineering,  or other related fields.
  • Experience providing hands-on IT support in medium-sized G-Suite environments.
  • Experience supporting AV, communications, and other technical equipment in school and office environments.
  • Experience developing and managing schedules and budgets, developing project and initiative planning documents, and driving project delivery. 
  • Excellent collaboration skills and ability to effectively interact with people at all levels, internal and external to the organization.
  • Proven planning, prioritization, and organizational skills, with the ability to manage multiple projects at once.
  • Strong communication skills, responsive mindset, and successful customer-service track record.
  • Ability to learn new areas of knowledge quickly and thoroughly, and wear multiple hats in the organization. 
  • Belief in the mission of The Primary School and that all children and families are capable of extraordinary things.

A Plus If

  • You have specific IT certifications related to networking, cybersecurity, coding, etc.
  • You know how to write scripts for more complicated actions in MDM systems
  • You are knowledgeable about operating and managing a HIPAA compliant IT environment.
  • You have previous experience working with schools and nonprofits, particularly in the education, health, and social services spaces.
  • You are an East Palo Alto, Belle Haven, or Hayward native and/or have experience working with a community similar to these.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with both adults and children. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is moderate to high.

COMPENSATION

Annual salary range begins at $73,000. Compensation is commensurate with qualifications and experience, plus excellent health benefits, 401k retirement plan, flexible spending account (FSA), dependent care FSA, and generous paid time off, including a competitive paid parental leave benefit. TPS will cover 93% of the total premium cost for individual team members in our HMO and PPO plans, and 95% for individual team members in our HDHP plan. TPS also covers 50% of enrolled partners and/or dependents' costs on all three of our medical plans (HMO,PPO, HDHP). 

 

***When applying, please note that you saw the job posted on the NOVAworks Job Board. If you need help with your resumé, please see a NOVAworks Career Advisor.

Deadline to Apply

12/30/2022