Help Desk Supervisor

Help Desk Supervisor (Sepulveda Information Technology)

This is an on-site position Monday through Friday at our Culver City, CA location.

The pay range for this position is between $77,583 - $89,220 annually.

About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to nearly 200,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable.

As an organization, we value equity, diversity, and inclusion. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible. We intentionally recruit and retain a workforce that is reflective of the communities we serve and strive to cultivate a sense of belonging for them. We embrace employees and candidates from all backgrounds who want to help make this vision a reality.

Summary

As a Help Desk Supervisor, you will provide direct supervision to a team of operational and technical employees, assigning and delegating daily tasks to achieve operational goals effectively. While you may occasionally handle individual tasks or technical escalations, your primary focus will be on supervisory responsibilities. You will oversee team operations to ensure strict compliance with departmental or agency policies, procedures, and established internal controls. By guiding the team, monitoring performance, and addressing challenges, you will ensure seamless operations and maintain the highest standards of efficiency and quality in service delivery.

Primary Duties

We are seeking an experienced and dynamic Help Desk Supervisor with a proven track record in leading and managing a service desk team. The successful candidate will be responsible for overseeing the daily incident management, classification, prioritization and customer experience. The Service Desk Supervisor will play a crucial role in driving response consistency, effective communication, and Service Level Agreement compliance. This role will work closely with other leaders, within the IT space as well as cross-functionally, to assess technical challenges, the incident management process, and engagement satisfaction of our user-base. This role is a technical, hands-on role with supervisor responsibilities.

Responsibilities include but are not limited to:

• Monitoring and reporting on service desk performance, identifying areas for improvement, and implementing changes as needed to ensure SLAs are met.
• Working closely with other members of the IT department to ensure that the service desk is able to provide effective support for all IT systems and services.
• Handling escalated support requests including working with other members of the IT department as needed to resolve complex issues.

Position Requirements

Staff management

• Supervise, train, and mentor staff, and ensuring they adhere to policies and procedures.
• Develop a performance track for the team to assure alignment with organizational goals.
• Develop user handling and communication skills among the team.

Service delivery

• Experience making decisions in a fast paced, dynamic work environment.
• Ensuring the timely and professional delivery of technical support for issues with computers, networks, software, and hardware.
• Experience with enterprise information technology support, such as remote control, imaging and remote application deployment and patch management.

Prioritization

• Prioritizing requests and managing priority calls.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.

Documentation

• Documenting and tracking hardware and software malfunctions and entering user problems into a database.

Process improvement

• Identifying opportunities to improve processes, such as training tools and documentation.

Customer service

• Ensuring high-quality customer service, including communication and telephone skills.
• Experience in technical support specialist skills including installing, configuring, networking and troubleshooting Desktop Operating systems and Microsoft Office applications.

Knowledge base

• Creating and maintaining a knowledge base for internal IT and end-user usage.

Asset Management

• Oversee the accurate tracking of IT asset assignments to end-users including hardware, software, and peripherals, thereby ensuring proper documentation at every stage of their lifecycle-from deployment to e-waste disposal.
• Manage the allocation and reassignment of IT equipment to support operational needs while maintaining updated inventory records.
• Monitor asset lifecycle activities, including maintenance schedules, warranty expirations, and compliance with organizational policies.
• Collaborate with end-users, procurement, and the finance team to ensure timely fulfillment of equipment requests and budget alignment.
• Conduct regular audits of assigned assets to verify accuracy and address discrepancies.
• Facilitate the proper decommissioning, recycling, or disposal of outdated or non-functional equipment in accordance with company and environmental standards.

Qualifications

• A two-year college degree preferred; equivalent experience will be considered.
• Minimum four years' experience implementing, maintaining, and supporting Windows operating systems and MS Office application suites.
• Experience supervising a service desk in a law firm or other professional services environment.
• ITIL Foundation certification preferred.
• Strong customer service skills and personal initiative.
• Technical experience with hardware configuring and supporting workstations, laptops, and printers required.
• Experience using service desk management software to manage support requests and monitor performance.
• Ability to write reports, business correspondence, and procedure manuals.
• Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions.
• Ability to effectively present information and respond to questions from groups of managers and directors.
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
• Ability to motivate, coach and develop Help Desk Technicians.
• Ability to be a change agent and drive new firm initiatives.
• Ability to define goals and follow though to achieve results and demonstrate strategic focus.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

Didi Hirsch provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Core Values

Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.
Diversity & Inclusion: We value diversity of background, experience, and ideas, committing to a workforce representative of the communities we serve. We celebrate differences and prioritize creating a sense of belonging.
Equity: We are dedicated to maintaining equitable practices in our healthcare delivery and workplace culture, and we work to dismantle disparities and discrimination within both systems of care and society.
Well-Being: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients.
Advocacy: We advocate across all levels of government and use our voices to reduce barriers to care, including stigma, systemic racism, and parity across payers, with the goal of access to high-quality, integrated healthcare for all.
Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

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