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About the Role

The Information Technology Supervisor ensures all helpdesk functions are handled completely and timely, possessing extensive knowledge across various technology subjects. This role involves supervising and mentoring team members, acting as a central communication point, and analyzing helpdesk metrics. Key responsibilities include end-user computer support, application support, resident support, systems administration, and serving as the first point of contact for IT support requests. The position focuses on regular maintenance, backups, system creation/decommissioning, monitoring, and cybersecurity initiatives.

Responsibilities

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
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.
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

Requirements

5 or more years of relevant work experience
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
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

Skills

Experience and ability to lead a team of technology experts
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
Excellent written and verbal communication skills
Time Management Skills

Experience Level

5 or more years of relevant work experience

Education Level

Bachelor’s degree or Associate degree with work experience
Experience and certificates commiserate with length of time in profession

Salary/Compensations

$93,600 to $110,240/year

Benefits

Excellent health, wage replacement, and other benefits for you and your family's well-being
A generous contribution to a 401K plan whether or not you participate, and an additional contribution from the company when you participate in the plan
Investment in your growth through tuition reimbursement - $1,500 per year

About the Company

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.
A work environment focused on teamwork and support for excellent care