Information Technology Supervisor

Grand Lodge of Free and Accepted Masons of CA; United States; On-site; USD 93,600 - 110,240; Full time

Benefits offered by this job

401(k) plan with company match

Health insurance

Tuition reimbursement

Job summary

Grand Lodge of Free and Accepted Masons of CA seeks an Information Technology Supervisor to lead the IT helpdesk and supervise a team of technology professionals. The role requires broad knowledge across Windows/macOS, cloud services, and security practices, with a focus on timely support and policy compliance.

The position emphasizes mentoring, SLA fulfillment, and collaboration with executives to drive IT strategy and performance metrics while maintaining robust data backups and system

Qualifications

• Bachelor’s or Associate degree required or equivalent work experience.
• 5+ years of relevant IT leadership or supervisor experience.
• Experience leading a helpdesk or IT support team.
• Strong knowledge of Windows and macOS environments.
• Experience with security best practices and data backups.

Responsibilities

• Oversee day-to-day operations of the IT helpdesk team.
• Provide direction and technical guidance on IT projects.
• Mentor team members and manage performance.
• Ensure SLAs are defined, tracked, and met.
• Coordinate maintenance, backups, and cybersecurity initiatives.
• Collaborate on cloud services (Azure/AWS) and AD management.

Skills

Team leadership

Customer service

Communication skills

Time management

Problem solving

Cybersecurity awareness

Education

Bachelor’s degree

Associate degree

Tools

Microsoft 365

Azure

AWS

Active Directory

VPN

Job description

Pay Range: $93,600 to $110,240/year

Overview

The Information Technology Supervisor works to ensure all helpdesk functions are handled in a complete and timely manner. This position will have extensive knowledge on a breadth of technology subject matter. Supervising and mentoring team members, providing a central point of communications, and collecting and analyzing helpdesk metrics are regular functions of this position. This position will perform a mixture of executive level end‑user computer support, application software support, resident support, and systems administration. This position is the first contact for support request resolution for the IT Department. This position contributes as a collaborative supervisory team member. Focus on driving regular maintenance, backup and restores, new system creation and deprecating systems/hardware. Maintenance, monitoring, and cybersecurity initiatives are part of this position.

Essential Functions

• Responsible for the day‑to‑day function of the helpdesk technology team
• Provide direction and expertise on technology subject matter
• Help management coordinate and develop team career growth
• Centralize communications during triage and emergency situations
• Collect and distribute monthly metrics on team’s performance
• Help manage project initiatives
• Supervise ticket queues for all locations and help prioritize work
• Define and ensure Service Level Agreements (SLAs) are achieved
• Monitors resident and employee satisfaction and ticket resolution quality
• Reviews ticket trends and identify opportunities for process improvement
• Escalation point for support team
• Continually evaluate current practices and recommend/enact changes or new processes to address shortcomings or inadequate and antiquated approaches
• Collaborate with cybersecurity recommendations, actions, and requirements to ensure the security of our greater environment
• System expertise and mapping to cloud services
• Works well in a team and also able to take initiative including working independently to complete tasks
• Supervises and mentors team members when appropriate
• Partner with direct reports to develop meaningful SMART goals aligned with the departmental priorities and organizational objectives
• Monitor progress toward established goals through regular one‑on‑one meetings, to support goal achievement
• Conduct employee coaching, performance evaluations and disciplinary discussions
• Assist with hiring, onboarding, scheduling and workload distribution
• Develop cross‑training plans and succession planning for Help Desk team
• Prepare, review and approve employee time records to ensure accuracy and compliance with applicable wage and hour laws and payroll deadlines
• Develop, maintain and adjust compliant staff schedules to ensure adequate departmental coverage
• Work with members of IT to increase knowledge and IT abilities
• Keep end‑user and IT documentation up‑to‑date and write new documentation as required
• Ensure full support to resident community
• Assist in developing, providing, and coordinating staff and/or resident training as needed

Executive Level Desktop Computer Support

• Provide executive level support, staff support and resident support in a Windows10 and macOS environment
• Software supported includes Microsoft Office365, VPN, disk encryption, other applications as needed, utilities, etc.
• Provide remote support for laptop users
• Ensure routine operations such as creating users in Microsoft Active Directory, O365, and any other supported environment, maintaining and implementing security procedures, data backups using Barracuda, file recovery procedures, phone system accounts, and mobile phone accounts, etc.
• Assist with on‑site questions/issues regarding LAN connectivity and access
• Install and upgrade user hardware (PC media storage, printers, faxes, other peripherals) and software components (OS, applications)
• Coordinate necessary maintenance operations such as Windows upgrades, macOS upgrades, application upgrades, e‑mail, utilities, etc.

Skills, Abilities and Experience

• Lead a team of technology experts with 5 or more years of relevant work experience
• Technical training in job‑appropriate knowledge of, and/or work experience in many of the following network disciplines: Microsoft OSes (server and client), Microsoft PowerShell, O365, Azure, AWS, Mimecast, Active Directory, macOS, iOS, Android, MDM (Intune), network‑WiFi connectivity, ethernet cabling and network equipment, TCP/IP (configuration, administration), Internet, DNS, DHCP, SMTP, DirecTV, monitoring services (Solarwinds), VMware ESX clusters
• Significant experience in a C‑suite level customer (user) service environment
• Demonstrated ability to troubleshoot, diagnose, resolve routine operation problems, and configure, install and upgrade computer hardware including PCs and Windows servers
• High level of interest in and aptitude for understanding technology and operations
• Excellent written and verbal communication skills
• Time management skills
• Ability to manage multiple, competing priorities and demands
• Ability to set goals, establish and use schedules, and anticipate and remove obstacles
• Team player; smooth cooperative working relationships with end users, management, outside vendors, consultants and the team
• Ability to address conflicts and provide resolution
• Proven record of dependability

Educational Requirements / Licenses / Certificates

Any combination of education and experience that would provide the necessary knowledge and abilities listed, typically: Bachelor’s degree or Associate degree with work experience. Experience and certificates commiserate with length of time in profession.

Benefits

• Work environment focused on teamwork and support for excellent care
• Excellent health, wage replacement, and other benefits for you and your family’s well‑being
• A generous contribution to a 401(k) plan whether or not you participate, and an additional contribution from the company when you participate in the plan
• Investment in your growth through tuition reimbursement – $1,500 per year