IT Helpdesk Supervisor - Allen Institute

Supervisor, IT Help Desk

The mission of the Allen Institute is to unlock the complexities of bioscience and advance our knowledge to improve human health. Using an open science, multi-scale, team-oriented approach, the Allen Institute focuses on accelerating foundational research, developing standards and models, and cultivating new ideas to make a broad, transformational impact on science.

The mission of the Allen Institute administration team is to provide support and structure to the scientific divisions. Coinciding with the team science approach, administration helps facilitate team learning and the overall mission of the institute.

We are seeking an IT Help Desk Supervisor to provide leadership, technical expertise, and organization to our Help Desk team. The Supervisor is responsible for overseeing the day-to-day operations of the Helpdesk team, ensuring the timely and efficient resolution of technical issues for end users. This role requires strong leadership and communication skills, as well as a deep understanding of IT support processes and best practices. The supervisor will ensure that service levels are met, provide technical guidance to the team, and help develop a customer-focused IT support environment.

If you are a motivated people manager who has experience supporting employees with complex technical issues and developing best practices, we would love to speak with you. You will report to the Allen Institute’s Senior Manager of End User Support, able to help shape the IT Help Desk’s direction and development.

The Allen Institute believes that team science significantly benefits from the participation of diverse voices, experiences, and backgrounds. High-quality science can only be produced when it includes different perspectives. We are committed to increasing diversity across every team and encourage people from all backgrounds to apply for this role.

Essential Functions

• Supervise day-to-day operations and staff, including vendors and contractors when necessary
• Conduct regular team meetings, performance reviews, and one-on-one sessions
• Develop and mentor the team’s technical, communication, and professional skills
• Participate in developing and training self and team in best practices for Help Desk
• Serve as technical lead of Help Desk projects, helping to ensure the project meets its stated objectives and deliverables
• Resolve unusual or escalated customer service and technical issues
• Participate in the research, assessment, and purchase of hardware and the tracking of hardware, software, and licenses, as necessary
• Partner with other IT groups to continuously assess and transition operational duties to Help Desk where appropriate to maximize service expediency to customers
• Support IT leaders in the creation and maintenance of Service Catalogue definitions and execution
• Support IT leaders to improve processes and meet strategic goals, both within the team and across multi-disciplinary groups
• Support and contribute to departmental processes, such as change management, incident management or problem management
• Promote a positive and safe work environment

Note: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Required Education and Experience

• Bachelor’s degree or equivalent combination of degree and experience
• 4 years supporting IT systems with increasing responsibilities
• Strong knowledge of Windows and Apple endpoints and common business software and endpoint management systems at the Enterprise level
• Competent use of desktop applications (e.g. Microsoft Office, Project and Visio)

Preferred Education and Experience

• 4-8 years of equivalent experience
• Prior experience working as a Lead
• Experienced in hiring, directing, and reviewing subordinate work
• Experienced in managing staff, including both performance management and mentoring.
• Experience with IT as it relates to research organizations and their objectives
• Reliable self-starter, who can effectively work independently or in teams.
• Strong organizational, interpersonal, written, and verbal communication and presentation skills.
• Ability to complete multiple tasks, set priorities, and manage critical deadlines.
• Ability to work and lead in a rapidly changing and expanding environment while keeping long term goals in sight
• Demonstrated ability to work cooperatively and establish positive working relationships with cross-functional teams
• Demonstrated ability to collaborate, build relationships and drive positive change
• Expert analytical troubleshooting and problem-solving skills
• Knowledgeable in hiring, directing, and reviewing subordinate work
• Knowledgeable in budgeting and procurement processes
• Knowledgeable in managing staff, including both performance management and mentoring

Physical Demands

• Fine motor movements in fingers/hands to operate computers and other office equipment

Position Type/Expected Hours of Work

• This is an essential job and expected to report for work regardless of weather and/or other conditions
• Occasional evening and weekend hours required
• Participate in 24/7 on-call rotations

Annualized Salary Range

• $89,100 - $110,200*

* Final salary depends on the required education for the role, experience, level of skills relevant to the role, and work location, where applicable.

Benefits

• Employees (and their families) are eligible to enroll in benefits per eligibility rules outlined in the Allen Institute’s Benefits Guide. These benefits include medical, dental, vision, and basic life insurance. Employees are also eligible to enroll in the Allen Institute’s 401k plan. Paid time off is also available as outlined in the Allen Institutes Benefits Guide. Details on the Allen Institute’s benefits offering are located at the following link to the Benefits Guide: https://alleninstitute.org/careers/benefits.

It is the policy of the Allen Institute to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Allen Institute will provide reasonable accommodations for qualified individuals with disabilities.