IT Helpdesk Manager

Moeller High School•Cincinnati, OH

About The Position

Archbishop Moeller is an all-male, Catholic high school (grades 9-12) located in Cincinnati, OH. Founded by the Marianist order of Priests and Brothers, Moeller is a Catholic high school in the Marianist tradition. Moeller strives to educate all students, regardless of ability, in Mind, Body, and Spirit within a Community of Brothers. Moeller is nationally recognized for their House System and continues to be a leader in the integration of technology, celebrating over 20 years as a one-to-one tablet school. Moeller offers a comprehensive, college preparatory curriculum which includes over 30 Advanced Placement/College Credit Plus courses, as well as courses in business, information technology, visual and performing arts, and world language. Moeller is seeking a full-time year round. Helpdesk Manager to join our dynamic, dedicated, and collaborative team. The successful candidate will be responsible for managing technology support and repair for student and faculty/staff systems, leading helpdesk operations and ticket data tracking, and providing high-quality troubleshooting and customer service across campus. This role supports Moeller’s academic mission by ensuring reliable, secure, and well-supported technology for teaching and learning.

Requirements

Candidates will possess a bachelor’s degree preferred and have 3+ years of experience in helpdesk/desktop support, including ticketing systems and end-user troubleshooting.
Candidates will be proficient in a Windows environment, including strong working knowledge of Microsoft Intune, Active Directory, and Microsoft Office/Microsoft 365.
Candidates will have demonstrated experience with hardware repair, including diagnosing device issues and completing component replacements as needed.
Candidates will have experience with software installation and configuration, device setup, and maintaining consistent configurations across multiple systems.

Nice To Haves

Ideal candidates will be dynamic, personable, service-oriented individuals with strong “people skills,” able to communicate clearly and patiently with students, faculty, staff, and families.
Candidates will possess a desire to support the academic vision and mission of Moeller High School: Catholic. Marianist. Forming Our Students into Remarkable Men.

Responsibilities

Manage daily helpdesk operations including ticket intake, triage, prioritization, assignment/escalation, and resolution for faculty, staff, and student technology issues.
Coordinate warranty repairs and vendor service processes
Track, analyze, and report helpdesk ticket data to improve service delivery and reduce recurring issues.
Troubleshoot faculty/staff and student technology issues in a predominantly Windows environment through in-person support, remote assistance, and clear user communication.
Support and repair school-issued systems and peripherals, including diagnosing hardware failures and performing repairs/replacements as appropriate.
Perform software installation and configuration, ensuring devices are properly deployed, updated, and consistent with school standards.
Administer and support endpoint management processes using Microsoft Intune, including device enrollment, configuration profiles, compliance policies, and application deployment.
Support and troubleshoot Microsoft Office / Microsoft 365 applications and other academic software for end users.
Develop and maintain helpdesk documentation, knowledge base articles, and standard operating procedures to improve consistency and user self-service.
Collaborate with administration, faculty, and staff to identify technology needs and recommend improvements aligned with instructional goals and operational reliability.
Lead, mentor, and train helpdesk interns and co-op students, including onboarding, task assignment, coaching on troubleshooting best practices, and ensuring professional customer service.
Assist with cybersecurity awareness initiatives, including supporting faculty/staff/student security training, phishing simulations, and school-wide cybersecurity campaigns; reinforce best practices for password hygiene, MFA usage, and safe data handling in alignment with school policies.