IT Help Desk Supervisor

The Palace Group, luxury Senior Living Communities in Kendall, Coral Gables, Homestead & Weston

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…

Manages a team of three Help Desk Technicians within the in-house IT department. 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.
• Develop tools, processes, and strategies to improve the service provided to end users
• Manage user accounts and groups in Azure (AD) and Office 365.
• Administer Office 365 user licensing, MFA, user mailbox properties, etc.
• Utilize and manage remote support tools to diagnose and resolve technical issues efficiently across user devices
• Responsible for Windows Deployment Services (WDS).
• Investigate and troubleshoot any virus or malware incidents, contain threats, and promptly report findings and actions taken to IT leadership for further review
• Assist in managing patch deployment to ensure Windows and other software applications remain up to date and secure.
• Troubleshoot Audio/Visual, access control, and security camera systems, escalating to external vendors only when necessary

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
• Proficiet with all Microsoft Office 365 products.
• 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 a strong ability to manage one’s own time and prioritize tasks
• 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
• Self-motivated with a competitive spirit, a strong work ethic and the ability to work independently AND as a team member.
• Demonstrate excellent communications & interpersonal skills, both verbal and written.
• Able to travel locally when necessary.
• Trains new users on equipment/software operations when necessary
• Research and recommend hardware/software solutions; manage procurement through approved vendors.
• Assist other IT Team Members in a variety of projects

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person