IT Operations Supervisor

The IT Operations Supervisor is responsible for the overall management, monitoring, maintenance, and day-to-day operations of the technical systems at FellowshipLIFE communities. This new position shall establish and implement IT policies and procedures, improve network performance, provide quality help desk services to customers, maintain computing, networking and software platforms, and oversee day-to-day operations of all IT systems.

Duties include:

• Oversees all IT system operations; inclusive but not limited to network infrastructure, server infrastructure, unified communications platform, Microsoft 365 tenant, electronic health record system, physical security system infrastructure, resident monitoring system infrastructure, audio \ visual technologies and other technology-related systems.
• Supervises a team of help desk analysts located in various sites to maximize effectiveness and utilization of resources.
• Collaborates with the Systems Administrator and Network Administrator for improvement projects and maintains the environment.
• The team member is also responsible for working with third-party consultants on large-scale projects, and reports to the Senior Director of Information Technology.
• Responds to service ticket escalations when items cannot be completed by level 2\3 help desk resources.
• Creates, tests, establishes, maintains and enforces IT policies and procedures throughout the organization while ensuring HIPAA compliance.
• Updates, upgrades, monitors IT systems.
• Inspects and maintains the overall health of IT systems.
• Triages complex incidents to determine a solution and see issues through completion.
• Safeguards and ensures cyber security policies and procedures are implemented, enforced and up to date.
• Maintains, tests and improves backup and recovery systems.
• Responds after-hours as needed to maintain system performance and operations.
• Performs other duties as assigned.
• Hands-on support of technology systems, inclusive of traditional Cisco Network Infrastructure, Cisco Meraki Infrastructure, Cisco Unified Communications System platform, Microsoft 365, Virtualization environment (on premises and cloud-based), backup/recovery and other key systems.

• Supports resident technology, including television, wireless internet access and Cisco CUCM-based voice service.
• Participate in the commissioning, repair, decommissioning of computing (laptops, desktops, kiosks, tablets, etc.) endpoints, scanners, printers and other technology equipment within the environment.
• Works with contracted partners and technical team to provide advanced support as required when incidents cannot be resolved in a timely manner.
• Fulfills technology-related incidents that cannot be self-handled by the IT helpdesk.
• Creates a positive customer support experience and builds strong relationships through deep problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Qualifications:

• Minimum of five years of progressive experience in IT operations and service leadership.
• Extensive knowledge of operations, monitoring, management and maintenance of IT systems.
• Advanced knowledge of computing hardware, software, network infrastructure and other IT-based systems.
• Current Cisco CCNA, CCNP or CCIE certifications required.

• BSc/BA in computer science, information technology or information systems.
• Competency in MS Office Suite.
• Strong analytical skills with the ability to solve problems.

Preferred:

• Master s Degree in Computer Science or related field.
• Advanced knowledge of electronic medical record systems.
• Experience working with senior citizens utilizing technology.

We offer:

• Competitive salary!
• Medical, Dental, Vision, & Prescription plans
• 401K Retirement Plan with company match
• Tuition Reimbursement
• Resident-funded Holiday bonus
• Credit Union Membership
• Recognition Programs, BBQ, and Holiday Party
• Vacation and Paid Time Off
• And more!!!

FellowshipLIFE, Inc. supports a work environment where diversity, integrity and excellence are embraced, family is valued and Fellowship Spirit is strengthened.

EOE