IT Operations Supervisor
About The Position
The IT team at Father Joe’s Villages provides the technology foundation that supports our mission every day. We deliver reliable, secure, and responsive systems that enable staff across clinical, programmatic, and administrative areas to provide critical services. Our work ensures technology is not only functional, but a trusted enabler of services for individuals and families experiencing homelessness. As the IT Operations Supervisor, you lead day-to-day IT operations and supervise the teams responsible for service desk, field support, and infrastructure support. You ensure technology services are delivered reliably, securely, and efficiently across the organization, with a strong focus on end-user experience, system availability, and operational excellence. In this role, you coordinate daily work, manage escalations, and support staff development to ensure consistent and high-quality IT service delivery. You also play a key role in maintaining secure, compliant, and resilient systems within a regulated healthcare-aligned environment that supports critical organizational operations.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
- Minimum of 5 years of progressively responsible IT operations, infrastructure, or service delivery experience, with at least 1 to 2 years of lead, senior-level, or supervisory experience supporting workflows, training staff, or guiding team performance
- Strong knowledge of IT service management (ITSM) practices and the ability to apply them in a service desk and infrastructure environment
- Experience supporting Microsoft enterprise technologies, including Microsoft 365, Entra ID, endpoint management, and core infrastructure systems
- Working knowledge of network operations and troubleshooting, including LAN/WAN, Wi-Fi, VPN, and multi-site environments
- Understanding of cybersecurity operations and compliance requirements, including HIPAA, PCI DSS, and NIST-aligned controls
- Experience supporting backup, disaster recovery, and business continuity planning, including testing and operational readiness
- Demonstrated ability to coordinate IT operations across service desk, infrastructure, and end-user support functions in a fast-paced environment
- Proven experience supervising or leading technical staff, including workload coordination, coaching, and performance support
- Experience working with vendors and managed service providers to ensure service quality and issue resolution
- Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable improvements
- Effective communication skills with the ability to engage technical teams, leadership, and external partners clearly and professionally
Nice To Haves
- Experience working in Microsoft-based environments and supporting infrastructure in regulated or complex environments (e.g., healthcare, nonprofit) preferred
- Relevant certifications (ITIL, Microsoft, CompTIA Security+, Network+) are a plus
- Valid California driver’s license and ability to travel between sites preferred
Responsibilities
- Supervise and lead IT service desk, field support, and infrastructure staff, including workload assignment, prioritization, performance management, and daily operational coordination
- Oversee IT service delivery to ensure reliable, secure, and responsive support across incidents, requests, changes, and escalations
- Manage service workflows and escalations, ensuring timely resolution, clear communication, and adherence to service standards
- Monitor service performance and operational trends, identifying recurring issues and implementing process improvements to enhance efficiency and user experience
- Oversee core infrastructure operations, including servers, networks, Microsoft 365, Entra ID, endpoints, backup systems, and site connectivity
- Support cybersecurity and compliance operations, including access management, vulnerability remediation, secure configuration, and alignment with HIPAA, PCI DSS, and NIST frameworks
- Coordinate vendor and service provider performance, supporting issue resolution, service quality, renewals, and licensing management
- Maintain operational documentation, KPIs, and reporting while driving continuous improvement through automation, standardization, and knowledge management
Benefits
- medical, dental, and vision coverage
- retirement plan options
- paid time off
- 11 paid holidays
- professional development opportunities
- wellness programs
- employee assistance resources
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
