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 113^th 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