POSITION TITLE:

IT Helpdesk Supervisor

DEPARTMENT:

IT

REPORTS TO TITLE:

Director of IT

DLSE/FLSA STATUS: ()

____Exempt/Salaried position

____Nonexempt/Hourly position

SUPERVISORY RESPONSIBILITIES (does this position have direct reports):

YES

NO

LOCATION: Napa, Fairfield or West Sacramento

SCHEDULE: Full Time; 40.hrs/week

PAY RANGE: $79,892.80 to $97,656.00 annually

BENEFITS

• 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.

***The following reflects requirements and essential functions of this position but does not restrict tasks that may be assigned. Essential functions include basic job duties, core elements, or fundamental responsibilities that an employee must perform to hold the position. Employees must be able to perform these essential functions with or without reasonable accommodation (accommodation may be requested).Duties and responsibilities are not all-inclusive, and they may be assigned or reassigned to this job at any time, due to reasonable accommodation or any other reason. ***

MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING

1. Education:

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

1. 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.

1. Special Skills/Training:

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

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

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.