IT Operations Supervisor
1 day ago
- Oversees all IT system operations; inclusive but not limited to network infrastructure, server infrastructure, unified communications platform, Microsoft 365 tenant, electronic health record system, physical security system infrastructure, resident monitoring system infrastructure, audio \ visual technologies, and other technology-related systems.
- Supervises a team of help desk analysts located in various sites to maximize effectiveness and utilization of resources.
- Collaborates with the Systems Administrator and Network Administrator for improvement projects and maintains the environment.
- The team member is also responsible for working with third-party consultants on large-scale projects, and reports to the Senior Director of Information Technology.
- Responds to service ticket escalations when items cannot be completed by level 2\3 help desk resources.
- Creates, tests, establishes, maintains and enforces IT policies and procedures throughout the organization while ensuring HIPAA compliance.
- Updates, upgrades, monitors IT systems.
- Inspects and maintains the overall health of IT systems.
- Triages complex incidents to determine a solution and see issues through completion.
- Safeguards and ensures cyber security policies and procedures are implemented, enforced and up to date.
- Maintains, tests and improves backup and recovery systems.
- Responds after-hours as needed to maintain system performance and operations.
- Performs other duties as assigned.
- Hands-on support of technology systems, inclusive of traditional Cisco Network Infrastructure, Cisco Meraki Infrastructure, Cisco Unified Communications System platform, Microsoft 365, Virtualization environment (on premises and cloud-based), backup/recovery and other key systems.
- Supports resident technology, including television, wireless internet access and Cisco CUCM-based voice service.
- Participate in the commissioning, repair, decommissioning of computing (laptops, desktops, kiosks, tablets, etc.) endpoints, scanners, printers and other technology equipment within the environment.
- Works with contracted partners and technical team to provide advanced support as required when incidents cannot be resolved in a timely manner.
- Fulfills technology-related incidents that cannot be self-handled by the IT helpdesk.
- Creates a positive customer support experience and builds strong relationships through deep problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Minimum of five years of progressive experience in IT operations and service leadership.
- Extensive knowledge of operations, monitoring, management and maintenance of IT systems.
- Advanced knowledge of computing hardware, software, network infrastructure and other IT-based systems.
- Current Cisco CCNA, CCNP or CCIE certifications required.
- BSc/BA in computer science, information technology or information systems.
- Competency in MS Office Suite.
- Strong analytical skills with the ability to solve problems.
- Master’s Degree in Computer Science or related field.
- Advanced knowledge of electronic medical record systems.
- Experience working with senior citizens utilizing technology.
- Competitive salary
- Medical, Dental, Vision, & Prescription plans
- 401K Retirement Plan with company match
- Tuition Reimbursement
- Resident-funded Holiday bonus
- Credit Union Membership
- Recognition Programs, BBQ, and Holiday Party
- Vacation and Paid Time Off
- And more
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
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