Junior System Admin

Description

** This position will report daily to our corporate Headquarters in Boca Raton, Florida. **

Position Summary

We are seeking an accomplished IT Help Desk Supervisor to provide strategic leadership for our technical support team while collaborating extensively with our Systems, Network, and Database departments. This position offers an exceptional opportunity for an experienced IT professional to advance their career through cross-functional expertise development in a dynamic enterprise environment.

The ideal candidate will demonstrate both technical proficiency and management excellence, overseeing daily help desk operations while building effective partnerships across specialized IT disciplines. In this role, you will drive operational excellence through process optimization, team development, and the delivery of exceptional technical support services that enable business success.

Key Responsibilities

Technical Leadership & Operational Excellence

Strategic Help Desk Management

• Direct all technical support functions including request prioritization, resource allocation, and escalation management.
• Deliver comprehensive support for both on-site and remote employees across all technology platforms while analyzing performance metrics to optimize service delivery and demonstrate quantifiable business impact.
• Act as the last point of escalation for Help Desk incidents, offering advanced technical guidance and resolution.
• Provide both technical leadership and management oversight to the Help Desk team, ensuring efficient and effective service delivery.
  
  

Process Development & Team Leadership

• Establish and maintain best-practice policies, procedures, and knowledge management systems.
• Provide hands-on technical leadership and management oversight to the Help Desk team, delivering efficient service while fostering team growth through training, performance coaching, and career development. Collaborate cross-functionally to manage user lifecycles and ensure smooth technology deployments.
  
  

Project & Quality Management

• Lead Help Desk initiatives including hardware/software implementations and cross-functional projects with disciplined planning and execution.
• Monitor service level metrics, develop targeted improvement strategies, and deliver executive reporting that drives continuous enhancement of support services and operational efficiency.
  
  

Cross-Functional Collaboration

• Partner closely with Systems, Network, and Database teams to implement integrated solutions that advance enterprise technology capabilities.
• Coordinate technical requirements, escalation protocols, and service transitions to ensure seamless support across technology domains.
  
  

Qualifications

Required Education and Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field preferred. Equivalent experience and certifications will be considered.
• 3–5 years of leadership experience in a help desk or technical support environment, preferably in the insurance or financial services sector.
  
  

Technical Expertise

• Strong familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
• Solid understanding of Windows OS, Office 365, Active Directory, and basic networking protocols. Experience with security and compliance tools is a plus.
  
  

Leadership And Communication

• Proven ability to develop and motivate a high-performing support team.
• Excellent interpersonal skills, with the ability to communicate complex technical information clearly to non-technical staff.
  
  

Problem-Solving Abilities

• Demonstrated track record of analyzing service desk data, identifying trends, and implementing solutions that improve organizational efficiency.

We are seeking an accomplished IT Help Desk Supervisor to provide strategic leadership for our technical support team while collaborating extensively with our Systems, Network, and Database departments. This position offers an exceptional opportunity for an experienced IT professional to advance their career through cross-functional expertise development in a dynamic enterprise environment.