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Technology Support Center Team Lead

Company: National Heritage Academies
Location: Grand Rapids
Posted on: January 15, 2022

Job Description:

The Technology Support Center Team Lead's role is to supervise service desk / TSC staff and ensure that end users are receiving the appropriate technical assistance. This includes the responsibility of supervising and ensuring all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of service desk functions. The Technology Support Center Team Lead reports to the Technology Customer Success Manager at the NHA Service Center. The goal is to ensure the team is providing the ultimate in technology customer service.

About Us
NHA is a charter school management company that operates 90+ schools across nine states serving over 60,000 students in Kindergarten through 12th grade. Founded in 1995 and based in Grand Rapids, Michigan, NHA is one of the nation's leading for-profit charter school management organizations.

NHA's system of schools is designed to eliminate the achievement gap and provide a public school choice to families so their children are prepared for success in high school, college, and beyond. With a commitment to hard work, good citizenship, and personal responsibility, students experience a safe, secure learning environment where achievement thrives. A passion and dedication to the mission of serving children and partnering with communities to provide an excellent educational experience permeates the culture of our organization.

Your Role

Lead and coordinate technology support staffing and coverage hours.
Ensure self and staff provide the ultimate in customer service for students, parents, and staff.
Collaborate with People Services and the Technology Customer Success Manager to ensure appropriate staffing levels.
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Approves hours bi-weekly in ERP system to ensure timely payroll processing for staff.
Provide training and guidance to staff as it relates to technology repairs, troubleshooting, part sourcing, purchasing, and new solution implementations.
Provide feedback and adjusts behaviors of staff members, conduct annual evaluations of same.
Supervises the processing of incoming calls to the Service Desk via telephone, chat, and e-mail to ensure courteous, timely and effective resolution of end user issues.
Develops and maintains documentation and the recording of solutions to assist with knowledge transfer, and the continuous build of our knowledge base.
Deploys technology initiatives and programs at the direction of NHA.
Assist new employees with technology set-up and provides onboarding / training.
Reports regularly on technology trends of support requests, service outages, and work with various internal departments to diagnosis issues and develop potential solutions.
Works with vendors toward solutions, resolutions, and solution sourcing.
Additional duties as assigned by department leadership.

Must be able to lead several technicians in both customer service and technical solutions.
Must be organized with large number of customer technology requests, occasional projects, and manage a ticketing system queue of requests for self and team members.
Understand a variety of technology hardware including server, storage, LAN switching, client, firewall, multi-function printer, projector, Wi-Fi, voice, and associated connectivity.
Understand a variety of computer software (Google Classroom, Google Admin. Console, Active Directory, Outlook, Word, Excel, Blocksi, Canvas, Clever, GoGuardian, etc.).
Have strong verbal and written communication.
Ability to explain complex technology concepts to those with non-technology related backgrounds.
Prior experience in technology related industry or field of study.

To learn more about our core values, please visit our website at

National Heritage Academies is an equal opportunity employer.

Keywords: National Heritage Academies, Grand Rapids , Technology Support Center Team Lead, IT / Software / Systems , Grand Rapids, Michigan

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