The RequirementsTo meet the basic qualifications for this role you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. To be a good fit for the HelpDesk Supervisor opportunity, you also should have:
- Bachelor’s degree preferred.
- Minimum eight years progressive experience in a helpdesk environment.
- Minimum three years experience supervising a helpdesk.
- Experience in an environment with 350+ users in multiple locations across multiple time zones.
- Advanced skills in supporting Windows desktop OS, Windows-based applications, Office365 and Active Directory, and videoconferencing software.
- Proven ability to effectively prioritize and delegate tasks with attention to detail and follow-through.
- Highly self-motivated with demonstrated problem solving skills.
- Strong team player with excellent collaboration skills.
- A process-oriented mind set and strong judgment.
- Excellent oral and written communication skills including tact and diplomacy.
- Demonstrated ability to work independently.
- Willingness to travel at least 2-3 times a year.
The RoleUnder the direction of the IT Director, as the Helpdesk Supervisor, you will be responsible for the computer support activities of the National Information Services (IS) department. Your key responsibilities will include the following:
- The supervision of 3-4 IS Support staff
- The procurement, installation, configuration and inventory tracking of computer hardware, software and peripherals
- Escalated support for TPL’s end-users
- Assistance with setting computer hardware, software and peripheral standards
We’ll look to you to make key decisions about standards, policies and escalated technical requests. If networking issues arise, you might triage that to our networking group. You’ll use your familiarity with desktop technologies (Smartphones, laptops, desktops, operating systems, etc.) to set standards and implement workflows and procedures.
More specifically, your essential functions will be to:
- Direct, supervise, and train IS Support staff including oversight of workload and prioritization of tasks.
- Oversee the support of TPL’s computer hardware, software and smart phones including installation, maintenance and repair.
- Motivate support staff to adhere to IT best practices and deliver outstanding customer service and satisfaction to TPL staff.
- Assess day-to-day support activities to minimize customer down-time.
- Manage support consultants and contractors in the field.
- Ensure high quality customer service through service metrics, staff goals, and solicited user feedback.
- Ensure accurate and efficient completion of support requests.
- Track and report on support requests.
- Analyze and identify problem trends and propose corrective solutions and procedural improvements.
- Assess quality of and suggest and implement improvements to IS Support technology, procedures, policies and documentation.
- Develop, maintain and implement standard versions of personal computers and smart phones.
- Assist with development, maintenance and implementation of system and software policies and procedures.
- Ensure all software configurations are maintained and updated regularly, including troubleshooting, loading and configuring software images, supported applications and drivers.
- Keep key staff apprised of the latest industry developments in new technologies and IT practices.
- Recommend hardware and software solutions, including acquisitions and upgrades.
- Provide final escalation level of technical support for computer hardware, software and peripherals.
- Maintain hardware and software inventories.
- Other duties as assigned by supervisor.
Making a DifferencePLAN · FUND · PROTECT · CREATE
The Trust for Public Land employs a four-step approach in all our efforts, and California offers great examples of how that approach makes an impact.
The Trust for Public Land’s Vision and GIS service uses cutting-edge research and innovative mapping techniques to create parks, protect open space, and deliver community-driven conservation plans.
The Trust for Public Land helps state and local governments design, pass, and implement legislation and ballot measures that create new public funds for parks and land conservation. We’ve helped pass more than 486 ballot measures -- an 81 percent success -- creating $59 billion in voter approved funding for parks, land conservation and restoration. Every $1 invested in this program has generated more than $2,000 in new public funds.
FUND in California
The Trust for Public Land successfully led a broad collation in Los Angeles County that championed and passed Measure A (Safe, Clean Neighborhood Parks, Open Space, Local Beaches, Rivers, and Water Conservation Protection Measure), which creates $94 million dollars annually in perpetuity.
This voter-approved ballot initiative provides funding for a lasting legacy for neighborhood parks, open spaces, beaches and rivers throughout the county by protecting clean water resources (including rivers and creeks), keeping beaches open, reducing gang activity and providing safe places to play, ensuring drinking water is safe. More information on Measure A is available here. Clicking on this link will open a new browser window, but be sure to come back to submit your resume!
The Trust for Public Land helps structure, negotiate and complete land transactions that create parks, playgrounds and protected natural areas. We buy land from willing landowners and then transfer it to public agencies, land trusts or other groups for permanent protection. In some instances, we will protect land through conservation easements, which restrict development but permit traditional uses such as farming and ranching.
PROTECT in California
After more than 150 years on a small, inland reservation, the Kashia band of Pomo Indians has at last returned to the California coast. Just a few hours north of San Francisco, the Kashia Coastal Reserve is 700 acres of redwood groves, wave-battered bluffs, and fog-swept prairie. Thanks to the support received by The Trust for Public Land, it’s now permanently protected for the Kashia -- whose ancestors lived here for thousands of years before the arrival of European settlers.
The Trust for Public Land collaborates with local governments and school districts to restore and create parks, playgrounds and trails. We work on all aspects of the park design and build process.
CREATE in California
At the heart of San Francisco's Tenderloin district, Boeddeker Park serves the city neighborhood with the greatest number of families living below the poverty line. Within walking distance of 50,000 people -- many of them living in single rooms -- Boeddeker has a critical role to play in providing recreational space in the city's densest neighborhood. But for years, the park's inhospitable design and minimal amenities discouraged visitors and raised safety concerns among both neighbors and law enforcement.
The community was committed to making sure the neighborhood got the park it deserves. The Trust for Public Land worked with the community and dozens of generous public and private donors to transform Boeddeker. The new design incorporates ideas generated in community workshops and focus groups, including outdoor fitness equipment, a walking path with accessible ramps, a large lawn, new play equipment and a full-size basketball court. Features such as water-efficient landscaping and recycled materials make the park and clubhouse a model of sustainable design.
More Good ReasonsHigh profile impact
You will play a key role in overseeing all aspects of Helpdesk operations. We're looking for a leader who can take a strategic and tactical approach to the role. The San Francisco office is in the same building as The Trust for Public Land's national headquarters, so you'll have access to a rich source of experience and knowledge -- and your successes will be visible.
Dynamic Tech Stack
We utilize iPhones for our smartphones, PCs are HP, laptops are Lenovo, and we also have about 20-30 Mac users throughout the company. We are running Windows 7, and it will be part of your role to assess and decide when we go to the next version. We are also currently deploying Microsoft Office 2016, and you may play a role in this deployment depending on when you come on board. Our videoconferencing software is called Zoom, and you will serve as a key contact one this account, along with other licensing contracts for other software vendors.
We all believe in working hard, but we also place an emphasis on maintaining a healthy work/life balance. Your manager is known for being very caring and supportive, and we think you’ll enjoy working in this team environment.
You'll have a good deal of autonomy in managing the role, but you'll also work closely with seasoned professionals in this space, including your manager. In addition, you'll have opportunities to share ideas and insights with a number of talented people nationwide. You'll find our leaders open to input and feedback around strategy and overall direction.
Top rated organization
Because we spend so little to gain so much, The Trust for Public Land is one of the country's top-rated nonprofit organizations. Our skill at pooling many funding sources allows us to conserve $4 worth of land for every $1 donated. A couple of examples:
- The American Institute of Philanthropy gives The Trust for Public Land an "A for efficiency" for putting 84% towards program costs while generally spending only $9 to raise $100.
- Forbes Magazine gives us high marks for fundraising efficiency and charitable commitment, in our entry on their list of "The 200 Largest U.S. Charities."
In addition to a competitive salary we offer comprehensive benefits, including health, dental, vision and prescription plans; generous paid time off; flexible spending accounts; retirement savings plan; a commuter benefits program; and more.
Pictured above: Located in southeast Los Angeles County, the City of Maywood is the most densely populated city west of the Mississippi. The Trust for Public Land worked with city leaders to double the acreage available for parks here. Maywood city leaders also have pledged to create a $1 million park stewardship fund to finance long-term park maintenance. Below: The Trust for Public Land's Central Coast program encompasses almost 400 miles of coastline, from Santa Cruz to Ventura counties. Since 1985, we have protected more than 35,000 acres throughout the region, including landscapes along the historic Big Sur coast and the biologically rich Gaviota coast in Santa Barbara County.
Keys to SuccessIn addition to your technical skill, to truly excel here you will also possess excellent communication and leadership skills. We’re looking for a professional who can navigate user complaints diplomatically, while also being able to solve challenging technology issues related to hardware and software. You’ll leverage your strong organizational skills to keep an eye on the ticketing system and ensure every issue is handled quickly and efficiently. Continuous improvement is also a key focus of this role, and your ability to recognize areas for enhancements and improvements will be critical to your success.
We are growing and evolving as an organization, and one of our biggest ticket demands is around hiring. We get a lot of requests for new users which will include setting up new accounts and equipment.
You’ll know you’ve found success in this role when you’ve met some key metrics that will include goals such as a reduction in the number of tickets and in response times; and new technology implementations, standards and policies that improve overall operations.
About UsAt the Trust for Public Land, we don't just save land -- we save land for people to enjoy, from neighborhood parks to national parks.
Spending time in nature -- days, hours, or just a few minutes -- enriches our lives. It makes us feel rejuvenated. Healthier. Happier.
Our mission is to create parks and protect land for people, ensuring healthy, livable communities for generations to come. Every park, playground, and public space we create is an open invitation to explore, wonder, discover, and play. We're proud to say that we've been connecting communities to the outdoors -- and to each other --since 1972. Today, millions of Americans live within a 10-minute walk of a park or natural area we helped create, and countless more visit every year.
Our core beliefs:
- A relationship between people and nature is critical for healthy people and a healthy landscape.
- Close-to-home parks and nature are essential.
- Conservation should encompass all landscapes, from city to wilderness.
- The more the whole community participates in the process, the better the results.
- Equity and fairness matter.