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Jobs at The Trust for Public Land

Among all national conservation organizations, only The Trust for Public Land focuses on conserving land for people. We offer challenging and rewarding careers for people who seek to leave a legacy of protected lands. Our staff of more than 300 committed and talented professionals works across the country.

To apply, please email your resume and cover letter to the address listed at the bottom of each job posting. All job postings are current—positions are listed until filled. We strive to make our job postings accessible to all users. If you need assistance completing the application process, please contact us at 415-495-4014 or jobs@tpl.org.



IS Support - Helpdesk Supervisor

Location: San Francisco, CA
Date Posted: 10-18-2017
The Trust for Public Land is a national non profit with 380 staff in 20 office locations across the country.  IT and IS support is centralized to our San Francisco headquarters.

Under the direction of the IT Director, the Helpdesk Supervisor is responsible for the computer support activities of the National IS department.  Among these responsibilities are: 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; and assistance with setting computer hardware, software and peripheral standards.  Also responsible for ensuring support is provided in a timely manner in accordance with service level agreements and/or TPL standards while maintaining a high level of customer satisfaction.
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.
 
Essential Functions:
 
  • 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.
    • 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.
    • Develop and maintain customer service level agreements as needed.
    • 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 procurement 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.

Qualifications:
  • Bachelor’s degree preferred.
  • Minimum eight years progressive experience in a helpdesk environment.
  • Minimum three years 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 online meeting 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.
  • Excellent oral and written communication skills including tact and diplomacy.
  • Willingness to travel at least 2-3 times a year.
  • Demonstrated ability to work independently.
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