Help Desk Supervisor

Luxury Senior Living Communities   In Weston, Coral Gables, Kendall & Homestead   Is looking for   Help Desk Manager and Systems Analyst  for its   Palace Group   10850 SW 113th Place Miami, FL 33176     The #1 Priority of this position is…   This role is responsible for overseeing the daily operation of the help desk, ensuring high-quality support for technical issues, and maintaining IT infrastructure and systems. The Supervisor emphasizes customer service, prioritization, and professionalism, while also participating in hands-on support and strategic improvements in the end-user experience.   Essential Duties & Responsibilities   Lead, supervise, and support a small team of Help Desk Technicians Oversee and manage the IT ticketing system (e.g., SysAid), serving as triage for incoming requests and ensuring prompt resolution or escalation. Provide hand-on level 2 technical support to users regarding hardware, software, and network issues. Manage user accounts and groups in Azure (AD) and Office 365. Administer Office 365 user licensing, MFA, user mailbox properties, etc. Responsible for Windows Deployment Services (WDS). Troubleshoot Audio/Visual, access control, and security camera systems, escalating to external vendors only when necessary Assist other IT Team Members in a variety of projects   Qualifications   Bachelor’s degree in computer and/or engineering field or related field required. Relevant technical certifications (mix of A , Security , Microsoft certifications) is preferred Possess practical technical knowledge of networking, PC operating systems, protocols, and standards, with extensive experience in Microsoft Windows environments for both PC/server administration and lifecycle maintenance. Strong technical knowledge of Windows, Microsoft Office 365, Active Directory, DHCP, DNS and desktop applications At least 3 years’ experience in deploying Microsoft and other Software patch management systems Practical knowledge of network patching, tracing, termination, testing and Cat6 patch cables creation using (T568B) standards but not limited to it. Ability to write / understand multiple programing languages (Batch Script, VBS, VB, HTML, PowerShell Script) is a plus.  Ability to read, speak and write in English required. Ability to write routine reports, user guides and policies and procedures Must be able to work weekends, and holidays when emergency situations arise. Ability to be on call evenings & weekends, if required.   The Ideal Candidate   Must possess 3 - 4 years’ experience in related field, , including at least 1 year in a supervisory or lead role, with previous experience in making judgments and decisions; organized, detail oriented, accurate, thorough, personable, patient and flexible. Must possess deep technical knowledge of all typical desktop applications or the ability to learn quickly Must possess strong troubleshooting capabilities for hardware and software Must possess working knowledge of a help desk management system Demonstrate excellent communications & interpersonal skills, both verbal and written.  Able to travel locally when necessary.   #ZR