Information Technology Supervisor

Pay Range: $93,600 to $110,240/year

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
• Define and ensure 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
• Collaborate with cybersecurity recommendations, actions, and requirements to ensure the security of our greater environment
• System 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
• Conduct employee coaching, performance evaluations and disciplinary discussions
• Assist with hiring, onboarding, scheduling and workload distribution
• Develop 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
• Work with members of IT to increase knowledge and IT abilities
• Keep end‑user and IT documentation up‑to‑date and write new documentation as required
• Ensure full support to resident community
• Assist 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.
• Assist with on‑site questions/issues regarding LAN connectivity and access
• Install and upgrade user hardware (PC media…