K-12 Help Desk Platform
A help-desk system for school districts with panic alerts, incident tracking, and performance dashboards — built to improve visibility and response across daily service delivery.
Overview
While leading managed services at Five Star Technology Solutions, I built an internal help-desk platform to run technology support across multiple K-12 school corporations. The goal: give both technicians and school leadership a clear, real-time picture of what was happening and how fast it was getting handled.
The problem
Supporting multiple districts meant a constant stream of incidents with no shared source of truth. Response times were hard to see, urgent situations could get lost in the queue, and leadership had little visibility into how the team was performing.
What I built
- Panic alerts — a fast path for urgent, safety-relevant situations so they jumped the queue and reached the right people immediately.
- Incident tracking — a structured ticketing flow so nothing fell through the cracks and every issue had an owner and a status.
- Performance dashboards — visibility into response times and team workload for both technicians and school leadership.
Impact
Better visibility and faster, more accountable response across the districts we supported — and a clearer story to tell leadership about how the team was doing.