IT Helpdesk Manager

Executive Summary

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.

• 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.

• 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.
• 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…