IT Operations Supervisor

Job Description IT Operations SupervisorAbout the IT TeamThe IT team at Father Joe's Villages provides the technology foundation that supports our mission every day. We deliver reliable, secure, and responsive systems that enable staff across clinical, programmatic, and administrative areas to provide critical services. Our work ensures technology is not only functional, but a trusted enabler of services for individuals and families experiencing homelessness.The RoleAs the IT Operations Supervisor, you lead day-to-day IT operations and supervise the teams responsible for service desk, field support, and infrastructure support. You ensure technology services are delivered reliably, securely, and efficiently across the organization, with a strong focus on end-user experience, system availability, and operational excellence.In this role, you coordinate daily work, manage escalations, and support staff development to ensure consistent and high-quality IT service delivery. You also play a key role in maintaining secure, compliant, and resilient systems within a regulated healthcare-aligned environment that supports critical organizational operations.Key ResponsibilitiesSupervise and lead IT service desk, field support, and infrastructure staff, including workload assignment, prioritization, performance management, and daily operational coordinationOversee IT service delivery to ensure reliable, secure, and responsive support across incidents, requests, changes, and escalationsManage service workflows and escalations, ensuringtimelyresolution, clear communication, and adherence to service standardsMonitor service performance and operational trends,identifyingrecurring issues and implementing process improvements to enhance efficiency and user experienceOversee core infrastructure operations, including servers, networks, Microsoft 365, Entra ID, endpoints, backup systems, and site connectivitySupport cybersecurity and compliance operations, including access management, vulnerability remediation, secure configuration, and alignment with HIPAA, PCI DSS, and NIST frameworksCoordinate vendor and service provider performance, supporting issue resolution, service quality, renewals, and licensing managementMaintain operational documentation, KPIs, and reporting while driving continuous improvement through automation, standardization, and knowledge managementDesirable Candidate ProfileBachelor's degree inInformation Technology, Computer Science, Information Systems, or a related field, or equivalent experienceMinimum of5years ofprogressivelyresponsibleIT operations, infrastructure, or service delivery experience, with at least 1 to 2 years oflead, senior-level, or supervisory experience supporting workflows, training staff, or guiding teamperformanceExperience working in Microsoft-based environments and supporting infrastructure in regulated or complex environments (e.g., healthcare, nonprofit) preferredRelevant certifications (ITIL, Microsoft, CompTIA Security+, Network+) are a plusValid California driver's license and ability to travel between sites preferredKey Competencies and ExperienceStrong knowledge of IT service management (ITSM) practices and the ability to apply them in a service desk and infrastructure environmentExperience supporting Microsoft enterprise technologies, including Microsoft 365, Entra ID, endpoint management, and core infrastructure systemsWorking knowledge of network operations and troubleshooting, including LAN/WAN, Wi-Fi, VPN, and multi-site environmentsUnderstanding of cybersecurity operations and compliance requirements, including HIPAA, PCI DSS, and NIST-aligned controlsExperience supporting backup, disaster recovery, and business continuity planning, including testing and operational readinessDemonstrated ability to coordinate IT operations across service desk, infrastructure, and end-user support functions in a fast-paced environmentProven experience supervising or leading technical staff, including workload coordination, coaching, and performance supportExperience working with vendors and managed service providers to ensure service quality and issue resolutionStrong analytical and problem-solving skills with the ability toidentifyroot causes and implement sustainable improvementsEffective communication skills with the ability to engage technical teams, leadership, and external partners clearly and professionallyWork ScheduleThis is a full-time position, typically 40 hours per week, scheduled Monday through Friday. Work hours may vary based on operational needs, including system maintenance, incident response, or program support requirements. Occasional after-hours availability may be required.Compensation and BenefitsPay is based on experience, qualifications, and internal equity. The anticipated starting salary range for this role is $86,674 to $108,326 per year.Father Joe's Villages offers a comprehensive benefits package, including medical, dental, and vision coverage, retirement plan options, paid time off, 11 paid holidays, and professional development opportunities. Employees also have access to wellness programs and employee assistance resources to support work-life balance and overall well-being.Why Join Father Joe's VillagesJoin a mission-driven team dedicated to ending homelessness one life at a time. In this role, your work directly supports the technology systems that enable care, housing services, and critical operations across the organization. You will collaborate with committed colleagues, grow professionally, and make a meaningful impact every day.Conditions of EmploymentEmployment is contingent upon successful completion of applicable pre- and post-employment requirements, which may include background checks, health screenings, license or certification verification, and other role-related requirements following a conditional offer of employment.Equal Employment OpportunityFather Joe's Villages is an equal opportunity employer dedicated to building a diverse and inclusive workforce. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.