Temporary Contract Position - 6 monthsDepartment: Information TechnologyReports to: Director of Information TechnologyRole OverviewReporting to the Director of Information Technology, the Help Desk Supervisor is responsible for the overall functionality and direction of the Help Desk. Responsible for ensuring all student and employee requests are dealt with in an efficient and effective manner. This role is also responsible for supporting the Board of Governors portal and their file sharing needs. This is a temporary contract position to address an immediate staffing need due to a leave of absence.Who We AreSMLS is a premier independent girls' school (JK–Grade 12) with 135 years of history. Located on 10 acres in Olde Oakville, our mission is to provide personalized, real-world learning experiences that encourage young women to challenge and transform the world. Our tight-knit, nurturing community allows each girl to explore her unique pathway to success. SMLS students learn to dare–and develop the future-ready skills, resilience, and confidence to lead beyond our doors.Who You AreAcquisition Orientation - Improves Performance And Overall Output: Makes specific changes in own or related work methods to improve performance (i.E., does something better, faster, at lower cost, more efficiently; improves quality of education, increases parent and student satisfaction, increases team morale, revenues). Monitors performance and continues to make adjustments to obtain specific outcomes.Continuous Learning and Improvement – Applies Updated Skills and Abilities: Solicits information about professional area, operations of other Schools and changes work habits/routines/approaches to incorporate learning on the job to improve performance.School Service Focus - Takes Personal Responsibility: Takes personal responsibility for meeting School community needs. Makes self fully available, especially when a community member is going through a critical period. Deals with their need promptly.Teamwork - Actively Shares Information And Learning: Ensures all members of the team are kept up-to-date about relevant and useful information, developments or trends. Is sensitive to the thoughts, feelings and concerns of other team members. May support team activities as a team leader.Use Of Expertise - Volunteers Expert Help: Seeks opportunities to help people with their subject matter specific problems. Based on expertise and practical experience, acts as a subject matter resource in non-routine situations.Experience: 5+ years of Help Desk experienceExperience in an Independent School (asset)Education: Post Secondary Education in Computer Programming, Networking or Computer ScienceComputer Skills: Advanced knowledge of Mac and PC ApplicationsComfort with Audio/Visual presentation equipment and useWorking Conditions: Office EnvironmentDuties And ResponsibilitiesGeneral ResponsibilitiesProvide exemplary customer service to all employees, students, parents and other SMLS community members.Analyze and resolve all student and employee technology issues; elevate where appropriate.Provide tutorials and documentation to students and employees on various hardware and software.Possess advanced computer knowledge of MacOS, iOS, and Windows systems.Key Knowledge, Skills and AbilitiesUnderstanding of PC and Mac Platforms, Understanding of Network Systems, Computer and Computer Design, Multi-tasking, Project Management, Interpersonal, Organization,



Drive and Determination and Orientation to Detail.Provides technical hardware and software support for student and staff Mac laptops, Windows computers, printers, iPads, smart-phones. (total devices is approx. 700 units)Configures and manages profiles and iOS applications on approximately 150 iPadsPerforms imaging/updating all SMLS laptops (staff/students) throughout the year as neededManages assets (Mac/Windows PC/iPads etc.) in Web Help Desk with assets tied to user accounts via serial numbersConfigures and maintains Apple School Manager (all MacOS devices)Configures and maintains JAMF Pro MDM for imaging/updating Apple devices (iOS/MacOS)Builds application packages via Jamf for specific application deployments (JamfTrust, Sophos EDR, Adobe Creative Cloud products, etc.)Configures printing devices and drivers for all devices (Mac & Windows)Manages users in PaperCut print queue server and configures Canon photocopying accounts for staff.Administers Service Desk ticketing server.Manages IT Help Desk supplies and peripherals, recommends current purchases to the Director of IT.Provides Audio/Video support and configuration – projectors, Epson Brightlinks, RevTouch interactive displays, audio equipment, presentation setupsAssists in administering Google Workspace for Education (Gmail, Calendar, Drive etc. including User accounts, access, groups etc.)Researches and tests new versions of operating systems, applications, and hardware for future hardware and software deploymentsTroubleshooting general technical issues for staff, students and SMLS communityTroubleshooting, managing and maintaining specific systems such as: MDM (JAMF Pro), Apple School Manager, Papercut print queue server, Google Workspace for Education, Adobe Creative Cloud, Apple Caching Server and Blackbaud Education Management suite (MySMLS) - various functions.Troubleshooting, managing and maintaining SMLS VOIP phone systemTroubleshooting, managing and maintaining iPads (iOS and app deployment)Be an escalation point for more complex technical issuesOversee IT related projects such as: annual system upgrades, migrations (on-prem to Cloud/SaaS), and audio/video presentation setupsWindow devices, deployment, troubleshooting and maintenanceTracking and inventorying SMLS devicesCoordinate with external repair shop for hardware related issuesCoordinate with vendors for specific support and/or issue resolutionManage supplies and peripherals, order as neededConduct project brainstorming and research sessions with the IT DepartmentProvide IT training for the HelpDesk/IT Dept.Managing ticketing system: monitoring and assign IT support tickets accordingly, track SLA resolution times, assign or elevate tickets accordingly, review tickets resolutions to ensure quality and accuracy, manage users,



and manage inventoryGenerate and analyze reports for various business needsDevelop proper documentation for troubleshooting and system maintenance procedureIdentify technical inefficiencies in systems workflowEnsure projects are completed in the timeframe specified and within the budgetStay up to date with the latest IT trends and practicesIdentify opportunities for improvement, efficiencies, trends and/or issues for the HelpDeskProvide regular updates on HelpDesk operations and projects to the Director of ITAudio VisualSetup and configuration of audio and video equipment for school events, presentations, concerts, live performances.Operation of audio and video equipment as needed.Responsible for the maintenance, organization and storage of audio/video equipment.Provides expertise to the Director of Information Technology on the procurement of new audio/video equipment.Provide how-to/education to students/employees who may need to operate audio/video equipment.SMLS' culture is highly collaborative and community-oriented. All staff are expected to participate fully in the life of the school, including attending school events which may occur on evenings or weekends from time to time (faculty participation in co-curriculars is essential).Employees are expected to undertake additional responsibilities as reasonably assigned, consistent with the scope and level of the role.Candidates should be aware that, as the School continues to evolve, job responsibilities may be adjusted from time to time to align with the needs of our students and the School. Any such changes will be made reasonably, and every effort will be made to provide advance notice and appropriate training where required.Compensation & TermsThe expected annual salary range for this position is $75,000 to $85,000, prorated to the contract term. Final salary placement may exceed this range in accordance with SMLS' Compensation Structure.SMLS does not use artificial intelligence or automated decision-making tools in the screening or selection of candidates.Why Join SMLS?Our work is meaningful and important. As a school, we support each student's interests, talents, learning needs and strengths. Through our world-class facility, Signature Programs, expertise in girls' education, and dedication to personalization, our students become lifelong learners equipped to achieve excellence in whatever path they choose.When you join SMLS, you join a fun and supportive community!Our employees enjoy competitive compensation packages and may be eligible for some of the following benefits:Health, vision, and dental careLife insurance, AD&D insurance, and Long Term Disability insuranceEmployee & Family Assistance Program (EFAP)Mental health & wellbeing resourcesOntario Teachers' Pension Plan / RRSP program with up to 5% employer matchA healthy lunch program during the school yearOn-site fitness facilitiesOn-site parkingTime off during Winter Break and March BreakSummer hours and extra long weekends in line with the school calendarOUR VISIONYoung women empowered to challenge and transform the world.OUR MISSIONTo engage each girl in a personalized, real-world learning experience where she explores her unique pathways within a nurturing community.OUR VALUESExcellenceCourageIntegrityBelongingSMLS is an equal opportunity employer and we accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. We value diversity and are committed to creating an inclusive environment within our community. Please contact Human Resources with any requirements or questions.Please note that the successful candidate will be required to provide a police vulnerable sector check as a condition of employment.

📌 Help Desk Supervisor (Oakville)
🏢 St. Mildred's-Lightbourn School
📍 Oakville