IT Help Desk Lead — Team Coaching & Systems Expert

Freemason; San Francisco (CA); On-site; USD 93,600 - 110,240; Full time

Job summary

Masons of California is seeking an Information Technology Supervisor in San Francisco to lead the helpdesk team, mentor staff, and ensure timely resolution of requests. The role combines executive end-user support, software support, resident services, and systems administration across Windows and macOS environments.

You will drive maintenance, backups, new systems, cloud mapping, and cybersecurity initiatives while coordinating with IT and stakeholders to meet SLAs and improve processes.

Qualifications

• Experience leading a technology team and coordinating helpdesk operations.
• 5+ years of relevant work experience in IT support and supervision.
• Strong knowledge of Windows/macOS environments and enterprise IT tooling.
• Ability to design and implement process improvements and SLAs.

Responsibilities

• Oversee day-to-day helpdesk operations across locations.
• Provide direction, mentorship and career development for the team.
• Track and report monthly metrics and service levels (SLAs).
• Coordinate hiring, onboarding and workload distribution.
• Maintain IT documentation and implement cybersecurity requirements.

Skills

Team leadership

Help desk management

Communication skills

Time management

Problem solving

Customer service experience

Cybersecurity awareness

Documentation

Education

Bachelor’s degree or Associate degree

Tools

Active Directory

Microsoft 365 / O365

Azure

AWS

Barracuda

SolarWinds

VMware ESX

Job description

Masons of California is seeking an Information Technology Supervisor in San Francisco to lead the helpdesk team, mentor staff, and ensure timely resolution of requests. The role combines executive end-user support, software support, resident services, and systems administration across Windows and macOS environments.

You will drive maintenance, backups, new systems, cloud mapping, and cybersecurity initiatives while coordinating with IT and stakeholders to meet SLAs and improve processes.