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Cherry Hills Community Church

Help Desk Supervisor

Cherry Hills Community Church
Highlands Ranch, Colorado, United States

Date Posted: 07/16/2015
Categories: Media/Technology
Denominations: Presbyterian
Church Size: 5001 to 7500
Job Type: Full-Time

Job Description:



Cherry Hills Community Church is a passionate community of Christ followers, committed to fulfilling the Great Commission while growing in love for God and love for others. Our vision is to be a church bursting at the seams -- up in worship, down in discipleship and out in mission, and our community is distinctly intergenerational, focused on creating a place for every person to grow and thrive.


Help Desk Supervisor


We are seeking an experienced IT professional to supervise our Help Desk Team and deliver outstanding customer service in the performance of this role.  The Help Desk Supervisor equips school and church staff and volunteers for effective ministry by overseeing the organization’s help desk; leading the help desk staff for spiritual growth and high impact; and leading the team to provide effective, timely support services (primarily Macintosh) and asset management for approximately 1000 users, 300 pieces of computer equipment, and 700 iOS devices. 




Provide Effective, Inspiring Leadership for the Help Desk Staff     


Recruit and Lead Highly Effective Volunteer Teams


Lead and Provide Technical Support Services (Church and School)

  • Consult with ministry leaders to understand needs and requirements
  • Deliver solutions that adhere to general IT best practices and requirements
  • Ensure that end users are receiving the highest level of customer service possible at all times for Desktop and Laptop Computers; Software/SaaS; Mobile Devices; Printers; Phones; Promethean Interactive White Boards; Wireless and Wired Networking
  • Track and report support metrics
  • Oversee and manage procedures related to Level 1 and Level 2 incidents and problems
  • Monitor incoming requests via ticketing system, fully documenting all incidents
  • Support “Off-the-shelf” Software and SasS Solutions
  • Install, configure, test, monitor, troubleshoot, and train as needed
  • Assure security and user settings are configured per organization’s requirements
  • Test configurations through the computer management systems or MDM
  • Support Point of Sale Systems (POS) and Specialty Kiosks for Level 1 and Level 2 support incidents
  • Manage and oversee all escalations to Infrastructure Team

 Facilitate Effective IT Support for Staffing and Volunteer Status Changes

  • Perform Active Directory and Exchange account management

 Oversee and Manage All User Equipment Deployment and Management Support

  • Research, purchase, and receive department hardware, software, and subscriptions
  • Accurately track assets acquired, assigned, moved/changed, and retired by department
  • Research, select/recommend, and assist with software roll-outs using computer management system or MDM

 Train Staff and Volunteers in Computer and Software Use

  • Create/maintain Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs) and other training/Help Desk Documentation
  • Develop end user knowledge base and self-service functions

  Analyze Ministry/Business Processes and Propose Solutions that Further Ministry

  • Consult with ministry leaders to understand ministry objectives and IT requirements
  • Document ministry/business requirements
  • Research and recommend IT solutions to meet needs
  • Coordinate the planning, development, and implementation of solutions


Model a Growing and Vibrant Relationship with Christ

  • Pursue full devotion to Christ and live the life we are inviting others to live
  • Embody other-centered, servant-leadership in all interactions

Demonstrate Commitment to Cherry Hills Community Church

  • Pursue church membership
  • Accept and uphold CHCC’s Essentials of Our Faith



  • 5+ years in help desk and technology management
  • Demonstrable proficiency in: Macintosh OS (current versions); Windows OS (current versions); Office Suite: Window & Mac; Remote Access tools; Troubleshooting in an enterprise environment
  • Preferred: Apple Support Experience        




Hours Per week: 40