Technical Support Supervisor
3 weeks ago
At Children's Council of San Francisco, we are seeking a highly skilled Technical Support Supervisor to join our Information Technology Department. This role will support the Helpdesk Manager in providing technical assistance to our staff and ensuring the smooth operation of our IT systems.
Key Responsibilities:- Advanced Problem Solving: Manage high-level or escalated support issues that require deep technical knowledge or exceptional problem-solving skills.
- Compliance and Risk Management: Ensure that support activities comply with relevant regulations, industry standards, and internal policies.
- Innovation and Technology Adoption: Stay up-to-date with emerging technologies and trends in technical support and assess their potential benefits for our team and processes.
- Advanced System Administration: Administer IT systems such as Office365, Mitel phone system, Verizon, helpdesk system, Active Directory, and others as assigned.
- IT Trainer: Design and facilitate IT training to enhance the IT-related skills of our staff and the IT support team.
- Process Improvement: Lead initiatives to streamline support processes, enhance efficiency, and improve customer satisfaction.
- Project Management: Manage IT projects that are medium to large in scope.
- Technical documentation: Oversee, manage, and maintain the creation of technical documentation.
- Leadership: Supervise IT Support Specialists and serve as interim Helpdesk Manager when needed.
- Vendor Management: Manage relationships with third-party vendors or service providers that support the technical team.
- Bachelor's Degree or at least 3+ years of professional experience providing client-facing technical support in a corporate setting.
- Excellent problem-solving and troubleshooting skills.
- Hands-on experience with PC deployments, installing/configuring software applications, and general troubleshooting of computers, laptops, network printers, etc.
- Practical knowledge with Windows 10 operating system, Office365, Microsoft Active Directory services, Windows servers, and standard networking protocols (TCP/IP and Ethernet).
- Prior experience providing outstanding customer service and problem resolution for end-users experiencing hardware and software issues.
- Basic to mid-level Project Management skills.
- Bilingual or multi-lingual in English and Cantonese/Spanish is highly preferred.
- Microsoft certifications.
- Associate degree when 3+ years of relevant experience is in lieu of a Bachelor's degree.
Please note that this is a full-time exempt position with a salary range of $65,000 - $75,000. If you are a child care champion with a passion for technology, we encourage you to apply for this exciting opportunity.
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