IT Support Supervisor

1 week ago

Livonia, Michigan, United States Felician Sisters of North America Full time
Job Title: Information Technology (IT) Help Desk Supervisor

Are you passionate about providing exceptional technical support and leading a team of IT professionals? Do you have a strong background in IT and experience in supervising and managing help desk teams?

Job Summary:

The Information Technology (IT) Help Desk Supervisor is responsible for supervising and managing the remote help desk team, ensuring timely and effective resolution of technical issues across the province. This position is responsible for supporting hardware, software, applications, and maintenance of IT equipment.

Key Responsibilities:
  • Supervise and manage the remote help desk team, ensuring timely and effective resolution of technical issues.
  • Provide technical support and guidance to team members, ensuring they have the necessary skills and knowledge to resolve technical issues.
  • Develop and implement policies and procedures to ensure efficient technical support for the Felician Sisters of North America (FSNA).
  • Participate in technical research and development discussions to enable continuing innovation within the province infrastructure.
  • Lead bi-monthly Service Desk meetings via remote conferencing.
  • Delegates configuration/installation of new computers, peripherals, services, directories, and storage in accordance with standards and operational requirements.
  • Coordinates and/or performs 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.
  • Creates written documentation when needed for help desk policy and procedure, hardware and software installation processes.
  • Participates in the development and maintenance of policies and procedures.
  • Assists the IT Manager with hiring, orientating, training, and evaluating new IT staff.
  • Fosters continuous learning and skill development within the team.
  • Researches and recommends innovations, and where possible, automated approaches for system administration tasks.
  • Performs 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.
  • 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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