Supervisor, Central Support (IT Help Desk)

Burbank, CA 91504
United States

Experience Required

Job Description

  Supervisor, Central Support (IT Help Desk)
  • Burbank, CA, USA
  •   Full-time

Company Description

Information Technology Partners, Inc. (ITP) founded in 1991, is an information technology design and support firm specializing in contemporary network and client computing technologies. ITP provides hardware, software, backup services, customized solutions, security software and technical support to its partners. ITP maintains offices in California, Illinois, Michigan and Wisconsin -- providing services to its clients located throughout the United States and internationally.

Employees are required to work on-site and be fully vaccinated against Covid

Job Description

POSITION OVERVIEW. The Supervisor, Central Support will have 3-5 years of working experience in information technology systems / network engineering and three years supervising technical teams.

As a member of the Operations Center, the Supervisor, Central Support will work with their manager and team to secure, monitor, and protect all aspects of technology infrastructure in enterprise IT environments. The Supervisor, Central Support should have at least level two experience with systems and/or network engineering. They shall ensure that subordinates work schedules are properly staffed so as to meet contractual requirements of customer service with company Partners.

The Supervisor, Central Support will be a vigilant problem solver with a strong desire to learn new skills, a strong attention to detail, and the ability to multi-task in a fast-paced environment. Because this is a client-facing role, a high degree of professionalism, strong customer service skills, and expert communication skills—both verbal and written—are required. The Supervisor, Central Support should proactively collaborate with their manager and team at staying up to date with trends, threats, updates, and news.

ESSENTIAL PROFESSIONAL SKILLS. The essential professional skills represent a set of skills that are not specific to a given position but are an expectation of being an effective professional staff member. These items are required to be an effective staff and team member.

Communication. Developing and practicing excellent communication skills is essential to completing work in the contemporary work environment. This includes verbal communication, written communication, active listening, email correspondence, and text messaging.

Time Management. The utilization of effective time management necessitates effective prioritization of tasks and commitments. Managing your workload, and appropriating expectation-setting, is an essential aspect of being a successful professional.

Teamwork. The ability to bring specialized skill sets into a group/team process and to facilitate a supportive, collaborative environment is a necessary and valuable professional skill. We expect all our subject matter experts to work effectively with others. We seek to share our knowledge to serve our customers well and develop the skills of others.

Honesty and Integrity. We believe that a professional must be someone that can be relied upon to act out of a set of values that includes honesty and integrity. Your teammates must be able to trust you, and the decisions you make/actions you take must be relied upon from a place of uncompromising character.

Pursue Organizational Mission. The corporate mission statement expresses the collective union of ITP’s organizational values and high-level direction. Each staff member must understand the mission, as well as be able to incorporate it in a meaningful way to guide their daily activities.

Understand Products and Services. Each staff member shall demonstrate an understanding of our organization, including our products and services. This includes articulating the essential aspects of each product/service to a wide variety of individuals (with varying degrees of technical background).


1. The Supervisor, Central Support is responsible for facilitating the effective and efficient scheduling of our Help Desk technical staff. Collaborating with all of our staff members in some form will be required to align the central support work requests with the capability and availability of our technical resources.

2. The Supervisor, Central Support is responsible for understanding the requests for technical resources to meet our contractual obligations and aligning our technical staff to meet the timing and skill requirements necessary to complete the work in a high quality manner. The Help Desk is a 24/7/365 operation and requires understanding the timing of when projects or tasks needs to complete. Ensuring full-time coverage for client assistance, including overnight and weekend shifts, will be a top priority. This will include having backup plans for occasions when employees call in sick or have scheduled time off.

3. Create plans and provide hands-on support during emergencies, outages, and service transitions.

4. Supervise on-site Help Desk staff in regards to administrative functions such as: attendance, punctuality, work rules, administrative processes/procedures (as required by the department, Accounting or Human Resources) and behavioral expectations.

5. Supervise Help Desk engineering staff by participating in hiring, mentoring, training, performance management, discipline, and terminations/layoffs.

6. Supervise help desk process and staff for smooth, responsive operations.

7. Assist Accounting in determination of hours worked and billable hours.

8. Ensure and Update detailed inventory and configuration documentation

9. Ensure system backups are completed. Update and monitor reports and utilizations.

10. Ensure operational compliance with system security policies and procedures; backup and recovery procedures; system maintenance procedures.

11. Monitor alerts and ensure appropriate response.

12. Facilitate all system upgrades; ensuring operational preparedness once installed.

13. Monitor infrastructure and server performance; remediate issues.

14. Respond to system issues and resolve any communication issues within the confines of the office.

Note: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


REQUIRED EDUCATION AND SKILLS. The following items relative to education, background, and skill sets are required or desired to be possessed by the Information Security Analyst as indicated in the table below.

Bachelors or Associate's degree preferred

5 years experience in IT Engineering (Systems or Network)

3 years experience in a supervisory role over IT personnel

Proactive problem solving, vigilant, strong attention to detail, strong customer service, leadership, excellent communications skills. high degree of professionalism, organized, strong multi-tasker, willing to learn new skills

Additional information


· We offer a competitive benefits package that includes medical, dental, vision, life, disability insurance, 401K; as well as paid holidays, (including your birthday!) sick time and vacations.

Physical Requirements

Able to sit for long periods.

Occasional walking and standing.

Ability to lift and carry up to forty pounds

Able to use hands and fingers with dexterity to operate computer equipment

Excellent English skills for both verbal and written communication

Excellent visual acuity for reading documentation and computer screens, operating equipment and the ability to distinguish colors

Reasonable accommodations in accordance with the Americans with Disabilities Act will be considered.

Why Should You Apply?

· IT Engineering based company

· Team-oriented working environment.

· Opportunity for growth and continued learning

· Market competitive pay

We are committed to a teamwork environment which supports the growth and success of both our clients and staff.


We do not offer H1B Visa sponsorship

All your information will be kept confidential according to EEOC guidelines.

ITP is an Equal Opportunity Employer

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