IT Help Desk Supervisor

5 days ago

Livonia, Michigan, United States Felician Sisters of North America Full time
Job Summary

We are seeking a highly skilled and experienced IT Help Desk Supervisor to join our team at the Felician Sisters of North America. As a key member of our IT department, you will be responsible for supervising and managing our remote help desk team, ensuring timely and effective resolution of technical issues across the province.

Key Responsibilities
  • Supervise and manage the remote help desk team, ensuring timely and effective resolution of technical issues.
  • Provide first and second-level support requests, investigate and troubleshoot issues, and communicate with users.
  • Generate weekly reports using data from ticket completion and periodic feedback from all end users on help desk staff.
  • Administer staff training on procedures and policies.
  • Manage and actively work on processing incoming calls to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
  • Supervise IT Support Staff at various locations, providing training, direction, support, and leadership, and ensuring cohesive IT support across the province.
  • Lead bi-monthly Service Desk meetings via remote conferencing.
  • Delegate configuration/installation of new computers, peripherals, services, directories, and storage in accordance with standards and operational requirements.
  • Coordinate and/or perform hands-on fixes at the desktop/laptop/tablet/cell phone level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Setup and maintains user access, email accounts, and groups.
  • Create written documentation when needed for help desk policy and procedure, hardware and software installation processes.
  • Participate in the development and maintenance of policies and procedures.
  • Assist the IT Manager with hiring, orientating, training, and evaluating new IT staff.
  • Foster continuous learning and skill development within the team.
  • Researches and recommends innovations, and where possible, automated approaches for system administration tasks.
  • Perform daily system monitoring, verifying the integrity and availability of all hardware, systems, and key processes.
  • On-call rotation is required.
Requirements
  • Bachelor's degree in engineering, computer science, or related field; equivalent experience considered.
  • Minimum of five (5) years IT Support experience.
  • Must have prior knowledge and a minimum of 5 years' experience with WIFI networks.
  • Must have prior knowledge and a minimum of 5 years' experience with LAN networks.
  • Must have prior knowledge in Office 365 and Microsoft Server 2016 with a minimum of 5 years' experience.
  • Minimum (3) years of Supervisory experience preferred.
  • Previous experience working for nonprofit or healthcare environment preferred.
  • A high level of accountability and the ability to prioritize and delegate are essential.
  • The ability to thrive within a fast-paced, demanding support environment while maintaining high company standards. Proven analytical and problem-solving abilities.
  • Outstanding customer service.
  • Strong documentation skills.
Benefits
  • Health Insurance - affordable employee contributions and low deductible.
  • Dental Insurance.
  • Vision Insurance.
  • Retirement Plan.
  • Paid Time Off (PTO) including Holidays.
  • PTO Payout.
  • Life and AD & D Insurance.
  • Short-term Disability.
  • Long-term Disability.
  • Voluntary Life Insurance.
  • Voluntary A, D & D Insurance.
  • Voluntary Critical Illness and Accident Insurance.
  • Voluntary Spouse/Dependent Insurance.
  • Free Parking.
  • Pay Increases.
  • Competitive Pay.
  • Sprint Discount.
  • Verizon Discount.
  • Dell Computer Discount.
  • Well Aware Wellness Program.
  • Employee Assistance Program (EAP).
  • Emergency Assistance Fund.
  • FSNA Care Connection - Deep Discounts on diapers and personal care products.
  • PayActiv - Access to earned but unpaid wages before payday.
  • Mentor program - Paid mentor orientation and wage increase while serving as a mentor.
  • Clothing Benefit Program for Health Services or Facilities Management employees.
  • Ticketsatwork.com - Discounted travel and entertainment benefit.
  • Access Perks - Discounted travel and local retailers.
  • Perfect Presence Attendance Raffle (Quarterly).
  • Employee Referral Bonus.
  • Commuter Benefits.
  • Pet Insurance.

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