Information Technology (IT) Help Desk Supervisor

Are you interested in using your IT Support skills to give back to those who have dedicated their lives to serving the most vulnerable and at-risk in the community?

• We invite you to apply for the full-time Information Technology (IT) Help Desk Supervisor position in Livonia, MI. This onsite position provides the opportunity to work with Franciscan sisters and employees from various locations across North America.
• This position is primarily hands-on and requires a regular on-call rotation.
• The ideal candidate will be a working supervisor who enjoys wearing many hats including IT staff engagement and learning, resolving IT Support tickets, and managing the help desk while building relationships with all end users (employees, sisters, vendors).
• 50% hands-on and 50% supervisory.
• We offer GREAT BENEFITS (affordable excellent health insurance), a competitive retirement program with matching, up to $1000 employee referral bonuses, annual pay increases, up to 25 days of paid time off (PTO) per year, PTO payout every year, tuition discount at Felician-affiliated universities, comprehensive benefits package, and more)!

General 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 of hardware, software, applications, and maintenance of IT equipment. An IT Help Desk Supervisor plays a crucial role in ensuring efficient technical support for the Felician Sisters of North America (FSNA). In addition, this role participates in technical research and development discussions to enable continuing innovation within the province infrastructure.
Tasks and Responsibilities:

• Tracks IT help desk tickets assigned and process first-in, first-out. Provides first and second-level support requests. Investigate and troubleshoot issues and communicate with users.
• Generates weekly reports using data from ticket completion and periodic feedback from all end users on help desk staff.
• Administers staff training on procedures and policies.
• Manages and actively works on processing incoming calls to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
• Supervises IT Support Staff at various locations providing training, direction, support, and leadership and ensuring cohesive IT support across the province, by enforcing standards, policies, and procedures.
• Leads 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.
• Exhibits behavior that supports a person-directed culture of care where residents have a voice and a share in decision-making in their convent home.
• Attends and participates in meetings, committees, seminars, conferences, and in-service training programs as directed.

Education and Experience:

• 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 for full-time employees:

• 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