The Information Technology Supervisor works to ensure all helpdesk functions are handled in a complete and timely manner. This position will have extensive knowledge on a breadth of technology subject matter. Supervising and mentoring team members, providing a central point of communications, and collecting and analyzing helpdesk metrics are regular functions of this position. This position will perform a mixture of executive level end-user computer support, application software support, resident support, and systems administration. This position is the first contact for support request resolution for the IT Department. This position contributes as a collaborative supervisory team member. Focus on driving regular maintenance, backup and restores, new system creation and deprecating systems/hardware. Maintenance, monitoring, and cybersecurity initiatives are part of this position.
Responsible for the day-to-day function of the helpdesk technology team
Provide direction and expertise on technology subject matter
Help management coordinate and develop team career growth
Centralize communications during triage and emergency situations
Collect and distribute monthly metrics on team’s performance
Help manage project initiatives
Supervise ticket queues for all locations and help prioritize work
Defines and ensures Service Level Agreements (SLAs) are achieved
Monitors resident and employee satisfaction and ticket resolution quality
Reviews ticket trends and identify opportunities for process improvement
Escalation point for support team
Continually evaluate current practices and recommend/enact changes or new processes to address shortcomings or inadequate and antiquated approaches
Collaborating with cybersecurity recommendations, actions, and requirements to ensure the security of our greater environment
Systems expertise and mapping to cloud services
Works well in a team and also able to take initiative including working independently to complete tasks
Supervises and mentors team members when appropriate
Partner with direct reports to develop meaningful SMART goals aligned with the departmental priorities and organizational objectives. Monitor progress toward established goals through regular one-on-one meetings, to support goal achievement
Conducts employee coaching, performance evaluations and disciplinary discussions
Assists with hiring, onboarding, scheduling and workload distribution
Develops cross-training plans and succession planning for Help Desk team
Prepare, review and approve employee time records to ensure accuracy and compliance with applicable wage and hour laws and payroll deadlines
Develop, maintain and adjust compliant staff schedules to ensure adequate departmental coverage.
Works with members of IT to increase knowledge and IT abilities
Keeps end-user and IT documentation up-to-date and writes new documentation as required
Ensures full support to resident community
Assists in developing, providing, and coordinating staff and/or resident training as needed
Executive level desktop computer support — Provide executive level support, staff support and resident support in a Windows 10 and macOS environment
Software supported includes Microsoft Office 365, VPN, disk encryption, other applications as needed, utilities, etc
Provide remote support for laptop users
Ensure routine operations such as creating users in Microsoft Active Directory, O365, and any other supported environment, maintaining and implementing security procedures, data backups using Barracuda, file recovery procedures, phone system accounts, and mobile phone accounts, etc
Assists with on-site questions/issues regarding LAN connectivity and access.
Desktop Computers: Installs and upgrades user hardware (PC media storage, printers, faxes, other peripherals) and software components (0/S, applications)
Coordinates all necessary maintenance operations such as Windows upgrades, macOS upgrades, application upgrades, E-mail, utilities, etc
Other tasks as defined by manager
Experience and ability to lead a team of technology experts
5 or more years of relevant work experience
Technical training in, job appropriate knowledge of, and/or work experience in many of the following network disciplines:
Microsoft OSes (server and client), Microsoft PowerShell, O365, Azure, AWS, Mimecast, Active Directory, macOS, iOS, Android, MDM (Intune) network-WiFi connectivity, ethernet cabling and network equipment, TCP/IP (configuration, administration), Internet, DNS, DHCP, SMTP, DirecTV, monitoring services (Solarwinds), VMware ESX clusters
Significant experience in a C-suite level customer (user) service environment
Demonstrated ability to troubleshoot, diagnose, resolve routine operation problems, and to configure, install, and upgrade computer hardware including PCs, Windows servers
High level of interest in and aptitude for understanding technology and operations
Excellent written and verbal communication skills
Time Management Skills
Able to manage multiple, competing priorities and demands
Ability to set goals, establish and use schedules, and anticipate and remove obstacles
Team player, smooth cooperative working relationships with end users, management, outside
vendors, consultants and with the team
Ability to address conflicts and provide resolution
Proven record of dependability
Any combination of education and experience that would provide the necessary knowledge and abilities listed, typically :
At the Masons of California and its related entities, you will have the opportunity to combine your passion for helping people and high ethical standards with opportunities to advance your career. In return for your skills and passion we offer:
