IT Helpdesk Supervisor

** Ideally seeking candidates based in Quebec, Canada **

About SafelyYou

SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.

Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.

SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.
 

Your Role at SafelyYou

As an IT Helpdesk Supervisor, you will play a key role in establishing and maintaining a remote helpdesk service utilizing third-party remote agents. Working closely with the IT Manager, security, and compliance teams, this role will ensure a scalable, efficient, and secure IT support structure that meets the needs of our organization. 

Key Responsibilities:

• Support the IT Manager in deploying a remote helpdesk service by assisting with vendor evaluation, implementation, and ongoing operations
• Supervise day-to-day remote helpdesk operations, ensuring timely resolution of IT issues and maintaining high service standards
• Collaborate with third party remote agents to refine workflows, optimize troubleshooting processes, and enhance user support
• Implement and refine AI-driven tools to streamline ticket management and improve the helpdesk experience 
• Work with security and compliance teams to align helpdesk operations with security policies, risk mitigation, and regulatory requirements 
• Monitor helpdesk performance metrics and provide recommendations for service improvements 
• Assist in new hire IT onboarding, ensuring proper equipment setup and remote support integration 
• Maintain IT asset inventory, overseeing devise provisioning, tracking, and decommissioning 
• Troubleshoot and escalate complex technical issues as needed to the IT Manager or other specialized teams 

• 2 - 4 years of experience in an IT helpdesk or technical support role, with some supervisory or team leadership experience preferred
• Experience working with outsourced IT support providers or remote helpdesk solutions 
• Strong troubleshooting skills in end user support, including software, hardware, remote access, and networking
• Familiarity with helpdesk automation, AI-driven support tools, and ITSM platforms
• Knowledge of security best practices and compliance considerations for IT support operations 
• Strong communication and collaboration skills, with the ability to work across IT, security, and compliance teams
• Proficiency in Google Workspace, Slack, Zoom, Jira, and other enterprise IT tools
• IT certifications (e.g. ITIL, CompTIA, Microsoft, or Google) are a plus 

• SafelyYou offers a competitive compensation package, including but not limited to:
• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance
• Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create.
• 401(k) Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth potential
• Company retreats
• Medical & Family/Parental Leave
• Bereavement Leave
• Jury Duty Leave
• Reproductive Loss Leave
• Professional development opportunities

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.