Planned Parenthood Los Angeles is seeking an experienced IT Helpdesk Supervisor to work in our Downtown Los Angeles Headquarters (hybrid). The purpose of this position is to supervise and schedule day-to-day operations of IT Helpdesk Services and Field Technician(s), including staff, issue prioritization, generation of and adherence to departmental procedures, and preparation and presentation of departmental metrics and reporting. Ensure world-class customer service in the scheduling, planning, execution and follow-up on repairs and projects.
Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.
All employees of PPLA are defined as Healthcare Workers by current Public Health Orders and are required to be fully vaccinated against COVID-19. Proof of vaccination or an approved exemption must be submitted in order to be eligible for employment consideration.
Our Ideal Candidate will have the following qualifications:
- Bachelor’s Degree in Computer Science, Computer Engineering, or equivalent work experience (7+ years) as IT Helpdesk Administrator required.
- Minimum 2 years of supervisory experience.
- Demonstrates critical thinking and technical troubleshooting skills.
- Demonstrates ITIL framework experience.
- Preferred experience managing Hardware / Software: Solar Winds Service Desk Ticketing System.
- Required experience with MS Exchange, Active Directory, MS Office Suite, Citrix technologies, Cisco VOIP telephony and wireless solutions, Dell PCs and laptops, thin clients and printers, Xerox printers & scanners, enterprise security system.
- Strong commitment to the mission, policies, goals and philosophy of Planned Parenthood.
- Ability to communicate effectively with multiple audiences.
- Ability to work independently and as a team member.
- Ability to prioritize and manage numerous projects.
- Self-motivated, with ability to work with little direct supervision.
- Excellent written and verbal communication skills.
- Accuracy and attention to detail essential.
- Professional appearance and attitude.
- Availability to work flexible hours, including weekends and evenings as required.
- Ability and willingness to travel within Los Angeles County.
- Reliable means of transportation for onsite and off-site work.
- If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
About the position:
- Work with IT Leadership to establish and maintain departmental direction and goals.
- In collaboration with Senior IT Management, develop and modify departmental standards, policies, procedures and protocols.
- Communicate with IT Leadership regarding outages and high priority incidents and situations
- Ensure adequate staffing for IT Service Desk and manage Help Desk staff adherence to departmental and agency standards, policies, procedures, protocols.
- Oversee proper distribution of Service Desk tickets based on urgency and sensitivity.
- Manage the IT Service Desk tracking and reporting system.
- Mine the Service Desk database to identify trends, identify gaps and provide recommendations on process improvements.
- Prepare and present weekly & monthly metrics to IT Leadership.
- Ensure world class customer service that meets or exceeds documented service level agreement timelines.
- Establish and maintain strong relationships with health center staff and management by conducting in person visits.
- Contribute and assist in health center moves and expansions.
- Acquire technical understanding of PPLA hardware and software, data, and telecom systems.
- Perform and instruct IT staff and/or agency on execution of fixes to complex IT issues.
- Exceptional ability to interact smoothly with vendors, customers and staff.
- Manage escalated situations and determine appropriate solutions to situation.
- Performs other duties as may be assigned by Senior IT Manager and Vice President of IT.
Generous salary and benefits package includes:
- Medical, dental, and vision coverage options for you and eligible dependents
- Free basic life/AD&D policy with additional voluntary coverage options
- Short Term Disability, Critical Illness and Accident policies
- 403(b) Retirement plan with up to 3% employer match
- Medical and Dependent Flexible Spending Account plans
- Public Transportation and Commuter Pre-Tax Reimbursements
- Generous vacation, sick, and holiday benefits
- Hiring Range: $78,650 – $94,380 (Exempt)
Compensation Philosophy and Position Hiring Range:
At Planned Parenthood Los Angeles we continuously work towards our values of Justice, Equity, Diversity, and Inclusion including with our compensation philosophy. PPLA recognizes that decisions about pay and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities and qualifications, and that they are compensated equitably which takes into account both internal organizational equity and market compensation data for similar roles.
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Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.