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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support & Help Desk Supervisor (PCN 350) - **Company:** Jewish Family Service - **Location:** Los Angeles, CA, United States - **Experience:** Expert - **Salary:** $75,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Software, Microsoft Outlook, Software as a Service, System Configuration, Desktop Computing, Microsoft Office, Networking Basics, Procurement Software, Information Technology, Gsuite - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6980be522d521bd6 ## About the Role * Bachelor's degree in information technology, Computer Science, or a related field required. * A+ Certification preferred; additional certifications (e.g., Network+, Security+, Microsoft, or ITIL) are highly desirable. * Deep understanding on how best to deliver software and application support which includes, but not limited to Microsoft 365/Google workspace, Outlook, Teams, Zoom, software installation and licensing and department specific applications. * 5-7 years of progressively responsible experience in IT support, helpdesk operations, or a related technical environment. * Demonstrated expertise in troubleshooting, configuring, and supporting Microsoft Office 365, Windows operating systems, and common business applications. * Experience with hardware/software procurement, IT asset management, and lifecycle processes. * Strong understanding of networking fundamentals, mobile device management, and cloud-based applications. * Ability to lift up to 50 lbs with or without assistance and perform physical tasks such as bending, reaching, stooping, pushing, and pulling. * Excellent communication, interpersonal, and customer service skills with the ability to train and support users at all levels. * Ability to flex personal communication style and on-hands training approach to meet the varying skill levels of the staff members. * Ability to translate technical language in a manner that builds user trust and confidence in the services that are being provided. * Proven ability to manage multiple priorities, work independently, and exercise sound judgment in a fast-paced environment. * Must pass a criminal background check (Live Scan). * Valid and unrestricted California driver's license, clean driving record, and reliable transportation are required. * Must pass a criminal background check (Live Scan fingerprinting) prior to beginning employment ## Description The Supervisor provides hands-on leadership for the organization's help desk and end-user support functions. In alignment with our nonprofit mission and service values, this role ensures reliable, equitable, and responsive technology support for staff across programs and administrative departments., * Under the general direction of the IT Director, the IT Support & Help Desk Supervisor provides first-level technical support and oversight to staff across the organization. * Lead, coach, and develop help desk staff, including performance management, scheduling, and professional development. * Partners with Modern IT (IT vendor) and other vendors to ensure quality of services. * Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) for support services. * This role is responsible for overseeing and supervising installations, configurations, maintaining, and troubleshooting computers, printers, mobile devices, telephones, software, and related technology systems. * This role is also responsible for supporting procurement, asset management, user training, and contributes to deployment and upgrading projects. * Supervise daily operations of the IT help desk, ensuring timely and high-quality resolution of support requests. * Serve as escalation point for complex technical issues and critical incidents. * Partner with program and administrative leaders to understand technology needs in support of mission delivery. * Maintain and improve ticketing workflows, knowledge base content, and support documentation. * Ensure strong customer service standards grounded in equity, accessibility, and trauma-informed practices. * Coordinate onboarding and offboarding technology processes in collaboration with HR. * Support hardware, software, and peripheral lifecycle management. * Promote cybersecurity awareness and adherence to organizational IT policies. * Proactively conduct root cause analysis vs. symptom fixes for on-going problems. * Recognize when and how to escalate on-going or high impact problems. * Perform job responsibilities with a customer service mindset which includes patience, empathy and the ability to address user frustrations and manage their expectations with minimal business disruptions. * Embraces continuous learning and adaptability to stay abreast of all technological changes. * Prepare regular reports on help desk performance, trends, and improvement opportunities. ## Related Videos - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [WeAreDevelopers LIVE - Smoover - Who's Best at DevRel?](https://www.wearedevelopers.com/videos/1901-wearedevelopers-live-smoover-who-s-best-at-devrel) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology)