IT Support & Help Desk Supervisor (PCN 350)

We all face challenges and transitions in our lives, and when we do, we must be able to count on the strength of community for support. For the people of Los Angeles, Jewish Family Service LA (JFSLA) is that trusted source of support. We are a comprehensive network of services that welcomes individuals and families of all ages and identities to our full spectrum of care. Our highly trained staff and volunteers work closely with individuals and their loved ones to problem-solve and guide them on their paths to safety, security, wellness, and fulfillment.

JFSLA staff share in our mission and work towards our goals with the highest level of responsibility, professionalism, and integrity. JFS demonstrates our commitment to our staff by offering a comprehensive benefits package and a nurturing environment.

JFSLA is committed to cultivating and preserving a culture of inclusion and connectedness. In recruiting for our team, we seek the unique contributions that individuals can bring from all backgrounds. We strive for a diverse team in order to better serve our clients and ensure organizational excellence.

Be part of our commitment and join our family. For more information, visit www.jfsla.org.

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.

Qualifications:

• 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

Responsibilities/Essential Functions:

• 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.

Jewish Family Service is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability, or status as a veteran.

This position reports to - Sr. Director IT