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Help Desk Manager (21-22)

Company: IDEA Public Schools
Location: Weslaco
Posted on: April 3, 2021

Job Description:


Description
Position at IDEA Public Schools

About IDEA Public Schools :



At IDEA Public Schools, we believe in college for ALL and we are committed to ensuring that all our students graduate from college. IDEA Public Schools has grown from a small school to the fastest-growing network of tuition-free Pre-K-12 public charter schools in the United States sending 100% of our students to college. 50% of our students graduate from college in 6 years - that's 8 times the national rate for students in our communities!


IDEA was founded in 2000 as a single school with 150 students in the Rio Grande Valley. When interest exceeded building capacity, to meet the demands, IDEA's co-founders committed to serving more students in the Rio Grande Valley of Texas and beyond. We now serve over 65,000 students across Texas and Louisiana. Be on the lookout for IDEA schools opening near you-with continued growth in our current regions an d new launches in Tampa Bay , FL (2021) , and Jacksonville, FL (2022) !



When you choose to work at IDEA, you are part of our IDEA Team and Family. You will work alongside team members who set and reach ambitious goals every day, are excited to continue to grow with IDEA, and work relentlessly to make college for all a reality.



To learn more about IDEA, check out this .

About the Rio Grande Valley:



Since 2000, IDEA Public Schools has grown from a school of 150 students in Donna, TX, to the fastest- growing family of tuition-free, public charter schools in the United States. In the Rio Grande Valley, we are a nucleus of four counties (Cameron, Hidalgo, Starr and Willacy Counties) that work as one unit to support our children academically and holistically.



RGV is home to a population of just over 1.3 million residents. Children across the region truly benefit from IDEA's mission of college for all, as only 1 out of 17 students currently graduate college ready. Our mission holds true as we have over 5,000 IDEA alumni that currently attend, or have graduated from, 300 colleges and universities across the country.



Join our passionate team of changemakers in south Texas as we prepare to expand our home region to 55 schools, serving over 38,000 students in 2022.

Role Mission: It is the responsibility of the Help Desk manager to lead our technical support team to provide excellent customer service and resolve all technical issues. As a Help Desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Accountabilities

Ensure tier 1 support team is meeting goals:

  • 95% tickets completed on time (48 hour turn around time)
  • 95% ticket first time reply achieved
  • 95% customer satisfaction
  • Evaluate performance and support accordingly.
  • Plan and structure cross training opportunities.Partner with department heads. Facilitate trainings and discuss what's working and what requires improvement within Zendesk.

    Update / Grow help desk guide (self-help)
    • Building/Expanding Zendesk knowledge base with help desk manager support
    • Update current guides to latest versions of data0 preventable security incidents

      100% campus equipment ready 2 wks. Prior to the first day of school (Computers, Mobility, Software, Projectors, Copiers/ Printers, network Infrastructure and security.)
      • Plan, coordinate and execute the Beginning of Year plan for technology at every campus
      • Regularly evaluate and manage resources needed to balance the changing needs and deliver a successful beginning of year.Lives IDEA's values
        • Believes and is committed to our mission: that all students are capable of getting to and through college
        • Is driven by outcomes and results, and wants to be held accountable for them
        • Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
        • Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
        • Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
        • Works through silos and forges strong cross-departmental relationships in order to achieve outcomesQualifications:
          • Education:Bachelor's degreerequired
          • Experience:
            • 2-5 years of customer service/help desk experience
            • Prior Experience with Zendesk Help Desk PlatformCompensation:
              • Salaries for people entering this role typically fall between $57,141 and $68,569, commensurate with relevant experience and qualifications.This role is also eligible for a performance bonus based on individual and organizational performance and goal attainment.
                IDEA Public Schools does not discriminate on the basis of race, color, national origin, age, sex or disability, in admission or access to, or treatment of employment in its programs and activities. Any person having inquiries concerning the organization's compliance with the regulations implementing Title VI of Civil Rights Act of 1964 (Title VI), Section 504 of the Rehabilitation Act of 1973 (Section 504), or Title II of the Americans with Disabilities Act of 1990 (ADA), may contact IDEA Human Resources at (956) 377-8000.

Keywords: IDEA Public Schools, Edinburg , Help Desk Manager (21-22), Executive , Weslaco, Texas

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