Information Technology Supervisor

Masons of California • San Francisco, CA

5d • $93,600 - $110,240 • Onsite

About The Position

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.

Requirements

• 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

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
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree