IT Helpdesk Supervisor

1.

Supervises Helpdesk Technicians, providing coaching, training, scheduling, and performance feedback.

2.

Oversees daily helpdesk operations, ensuring timely response and resolution of support tickets.

3.

Provides advanced troubleshooting for operating systems, applications, hardware, and network-related issues.

4.

Leads the hiring process for Helpdesk Technicians, including interviewing, evaluating candidates, and making hiring recommendations.

5.

Develops and delivers onboarding and ongoing training programs to ensure Helpdesk staff maintain strong technical skills, customer service standards, and familiarity with organizational systems.

6.

Reviews and approves Helpdesk staff timecards, schedules, and attendance records to ensure accuracy and compliance with organizational policies.

7.

Performs systems administration tasks including new user setup, email configuration, permissions management, and workstation deployment.

8.

Maintains and improves helpdesk processes, documentation, and service-level standards.

9.

Monitors ticketing system metrics, identifies trends, and recommends improvements to reduce recurring issues.

10.

Coordinates with IT Director on project planning, resource allocation, and escalation management.

11.

Supports implementation and maintenance of electronic health record (EHR) systems and related data systems.

12.

Maintains accurate asset inventory of computers, peripherals, and software licensing.

13.

Collaborates with external IT vendors and service providers as needed.

14.

Ensures adherence to security policies, patch management, and antivirus standards.

15.

Performs other duties as assigned.

Do you have experience in Staff supervision?, Do you have a Bachelor’s degree?, * Education:

Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience and/or specialized training.

• Experience/Lived Experience:

5 or more years of IT support experience, including at least 2 years in a supervisory or lead role. Experience in healthcare IT strongly preferred.

• Special Skills/Training:

Strong technical troubleshooting skills; experience managing helpdesk operations; familiarity with network administration, Microsoft Office 365, Windows Server environments, and ticketing systems.

Pulled from the full job description

• 403(b) matching
• Tuition reimbursement
• 403(b)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account, * Medical, Dental, Vision Coverage
• Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium
• 18 days of PTO (Vacation & Sick)
• 10 Paid Holidays + 1 Float Holiday
• 2% employer match with employee 4% Contribution 403(b) retirement plan
• Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
• Life & Accidental Insurance Coverage
• Employer contribution for Health Savings Account
• Flexible Spending Account (FSA) and Limited FSA Options

JOB SUMMARY/OVERVIEW: Under the supervision of the IT Director, the IT Helpdesk Supervisor oversees the daily operations of the IT Helpdesk, ensuring timely and effective technical support for all internal and external users across all sites. This role provides advanced technical expertise, supervises Helpdesk Technicians, manages support workflows, and ensures high-quality customer service. The position also supports systems administration, asset management, and coordination with vendors and internal departments.

CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.

CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples,

people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of

all ages and religions, and individuals who have been affected by the legal system.

Established in 2023, CommuniCare+OLE is the result of a union of two health centers with deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.