Help Desk Team Lead, PSCHDTL, Chapter

Job Title: Help Desk Team Lead (IT)
Program: Program Support Center (PSC)
Reports To: Director of Information Technology
FLSA Status: Non-Exempt / 40+ hours per week
Hourly Rate: $34.00 to $38.00 per hour

Summary
We are seeking a highly skilled and customer-focused IT Help Desk Team Lead to join our dynamic organization. As the IT Help Desk Team Lead, you will be responsible for the day-to-day supervision of our IT support systems and process. You will play a crucial role in ensuring the smooth operation of our IT systems and delivering efficient solutions to technical issues. The ideal candidate should possess a strong technical background, excellent communication skills, and a passion for delivering outstanding end-user experiences.

Ronald McDonald House Charities® of Southern California (herein referred to as RMHCSC or the Chapter) is located in Los Angeles near several neighboring hospitals. Our mission is to provide comfort, care and support to children and families in Southern California. To achieve its vision of creating a community where children and their families embrace life and healing with a sense of hope, enthusiasm and joy, RMHCSC operates seven Ronald McDonald Houses, three and soon to be four Ronald McDonald Family Rooms, and Camp Ronald McDonald for Good Times.

Responsibilities

Essential Duties and Responsibilities

Lead and supervise a team of IT Help Desk technicians, providing guidance, training, and mentorship to ensure exceptional performance and professional growth.

Act as the primary point of contact for technical issues, problem-solving, and critical incidents, ensuring prompt resolution and minimal disruption to end-users.

Prioritize and delegate incoming support requests, ensuring appropriate resources are assigned to deliver timely and effective solutions.

Foster a customer-centric culture within the team, emphasizing exceptional customer service and continuous improvement of support processes.

Collaborate with other departments to coordinate and streamline support efforts, ensuring efficient workflows and smooth handover of escalated issues.

Stay updated with the latest industry trends and advancements in technology, providing recommendations for process improvements and implementing best practices.

Maintain comprehensive documentation, knowledge base articles, and standard operating procedures (SOPs) for common support issues, ensuring accurate and accessible resources for the team and end-users.

Monitor and analyze support metrics and key performance indicators (KPIs).

Maintains professional and technical knowledge by attending approved educational workshops, reviewing professional publications, establishing personal networks,

benchmarking practices, and participating in professional societies. Maintains a high degree of confidentiality in all work.

Education and Work Experience
Bachelor’s Degree and 3-5 years of experience working in information technology help desk support roles.
Strong written and verbal communication skills; strong analytical skills. Must be well-organized and detail-oriented. Experience with not-for-profit software and cloud-based systems is a plus.

Knowledge and Skills
Ability to work effectively under pressure to deliver results in a fast-paced environment.
Strong and effective communication with a wide variety of audiences.
General knowledge and demonstrated experience with office management; knowledge of the organization’s operations of administrative programs; ability to establish and maintain effective relationships with other management staff, employees, and the general public; ability to present facts and recommendations effectively in oral and written form.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Proven experience in a technical support role, with a strong understanding of IT systems, hardware, software, and networking concepts.

Excellent customer service skills, with a customer-centric mindset and the ability to handle challenging situations with professionalism and empathy.

Strong problem-solving and analytical skills, with the ability to think creatively and strategically to resolve complex technical issues.

Excellent communication skills, both verbal and written, with the ability to effectively explain technical concepts to non-technical users.

Knowledge and experience with Windows operating system required.

Experience with O365 suite and environment.

Proficiency in using help desk ticketing systems, remote support tools, and other relevant IT tools. Experience with Kaseya BMS, VSA and IT Glue are a plus.

Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Proactive and adaptable mindset, with a strong commitment to continuous learning and self-improvement.

Language Skills
Ability to read and interpret general business periodicals and professional journals. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, board members, families and the general public.

Mathematical Skills
Strong analytical skills.

Computer Skills
Strong proficiency in Microsoft Office Suite and O365 applications.

Certificates, Licenses, Registrations: None

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Driving throughout the region and maintaining a valid driver’s license is a requirement of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear. The employee is frequently required to sit. The employee must frequently lift and/or move up to 25 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you must be available to work irregular hours, shifts, weekends, and holidays. The noise level in the work environment is usually moderate.

Equal Opportunity Employer

Job Type: Full-time

Pay: $34.00 - $38.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Los Angeles, CA 90029: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you fully vaccinated against COVID-19?

Work Location: In person