IT Operations Supervisor

POSITION SUMMARY:

IT Operations Supervisor

About Samaritans Southcoast - Overview:

For over four decades, Samaritans Southcoast, Inc. has been a vital resource for individuals of all ages seeking emotional support, crisis intervention, and suicide prevention. As the designated 988 suicide and crisis lifeline for southeastern Massachusetts, we serve the communities of Bristol and Norfolk counties by delivering exceptional suicide prevention services, crisis intervention, mobile crisis support, and behavioral health referrals, available 24/7, handling approximately 25,000 calls annually. Our additional services include Safe Place for survivors of suicide loss, Kare Calls for seniors, and community education and outreach initiatives. Operating as a fully remote center, we employ a dedicated team of skilled, compassionate listeners from across the nation who are committed to our mission: "to reduce and prevent future suicides, raise awareness about the causes of suicide, eliminate stigma, and support survivors of suicide victims."

IT Operations Supervisor Role - Overview:

The IT Operations Supervisor is responsible for designing, overseeing, and managing the technical processes and operational integrity of the technological services provided by Samaritans Southcoast. This role is integral to the leadership team and involves collaboration and independent work to foster a productive and supportive environment for all frontline team members engaged in suicide prevention efforts. The IT Operations Supervisor applies best practices and coordinates the operational elements of technical processes to ensure seamless organizational functionality.

Key Responsibilities Include:

• Address all IT-related challenges by creating, tracking, and coordinating resolutions with staff. This encompasses troubleshooting hardware and software issues, network complications, and other technical obstacles.
• Facilitate the technology onboarding process for new employees, which includes setting up workstations, granting access to essential software and systems, and managing requests for setup and deactivation with service providers.
• Maintain an inventory of all employee equipment, including laptops, monitors, phones, and other devices. This involves tracking assignments, shipping, and ensuring the return of equipment when employees exit the organization.
• Engage in integration meetings to comprehend new technologies and systems being implemented. Collaborate with program staff to strategize on how these changes will affect hotline operations and processes.
• Stay informed about system updates, changes, or potential issues. Notify the team of these developments and provide guidance on navigating them.
• Offer training and support to staff in utilizing technology, which may include creating user manuals, conducting training sessions, and providing individualized assistance as necessary.
• Act as a liaison with technology vendors for procurement, troubleshooting, and system maintenance.
• Ensure the security of the organization's data and systems, which includes managing firewalls, antivirus software, and other security protocols, as well as educating staff on cybersecurity best practices.
• Develop and maintain the organization's website.
• Implement a new VPN system in collaboration with technicians and staff to ensure adherence to project timelines and effective operation across the organization. Maintain and report on the system's performance.
• Collect, analyze, and report data organization-wide to fulfill agency requirements for national and state contracts, funders, and accreditation standards.
• Generate compliance reports as required to meet international accreditation standards and national compliance requirements.
• Provide system maintenance and generate reports as needed. Develop and manage profile forms, reminders, and data for program participants.
• Offer strategic vision and guidance to support program implementation, growth, and expansion, including text and chat services.
• Apply firmware, software, and hardware solutions to meet the technical needs of Samaritans.
• Establish objectives for technical operations and implement action plans to achieve these targets.
• Provide senior management and the Executive Director with statistical metrics.
• Collaborate with the leadership team to analyze, evaluate, and enhance center performance in relation to strategic goals, including service levels and caller experience.
• Demonstrate effective communication skills, both written and verbal.
• Exercise discretion in managing confidential information and situations.
• Convey sensitive information promptly to appropriate parties.
• Maintain composure in high-pressure situations.
• Demonstrate the ability to multitask.
• Embody the befriending methods of Samaritans Southcoast.
• Adhere to all organizational policies and procedures, as well as those required by accreditations and partnerships.
• Perform other duties as assigned.

Experience and Qualifications:

• A minimum of a Bachelor's degree in engineering, computer science, or a related field, along with at least five years of professional management experience with telephony systems and network operations. Experience in a nonprofit or similar organization is preferred.
• Proven experience in technical operations or as an IT technician is essential.
• High proficiency with technology, including computer and internet skills, cloud-based systems, telephony, and integrated systems management.
• Familiarity with Google Workspace, iCarol System or similar cloud-based databases, Cisco Webex, and TPx Call Center or similar telephony applications is required.
• Knowledge of data tracking and utilizing data for informed decision-making.
• Fundamentals of supervision and management are necessary.
• Strong problem-solving, troubleshooting, and critical thinking abilities, with the capacity to maintain composure and exercise good judgment in a dynamic remote work environment.
• Ability to collaborate effectively with senior staff and colleagues.
• Share on-call administrator responsibilities with senior staff.
• Attention to detail and accuracy is crucial.
• A genuine desire to assist others, demonstrate compassion, and maintain confidentiality is required.
• Strong presentation skills are essential.

Special Requirements/Physical Demands/Working Conditions:

• Must reside locally within Southeastern Massachusetts and be within reasonable commuting distance to the office.
• Hybrid work arrangement with some in-person interaction with staff (3 days in the office, 2 days remote).
• Access to high-speed internet service is mandatory.
• Ability to work remotely in a secure, private environment where confidentiality can be upheld.
• Some flexibility in working hours, including occasional evenings and weekends.
• Completion of required training is necessary.
• Participation in ongoing training and staff meetings is expected.
• A background check is required as part of the application process.
• A CORI check is required upon offer of position.

Relevant Position Information:

• Job Title – IT Operations Supervisor
• Reports to: Executive Director
• FLSA Designation: Exempt
• Job Type: Full-time, 40 hours per week
• Salary: $60,000
• Paid Time Off (PTO): 120 hours, accrued monthly, with additional sick pay available.