Supervisor - Desktop Support

JOB SUMMARY

The Desktop Support Supervisor oversees the daily operations of the desktop support team to ensure the effective delivery of technical assistance to end-users. This role will be the point of contact for our Executive & VIP associates for day-to-day technical support. This role is responsible for managing and coordinating the resolution of hardware and software issues, while ensuring high levels of customer service and user satisfaction. The supervisor will lead a team of desktop support technicians, providing mentorship, performance evaluations, and technical guidance. In addition, the position involves developing support procedures, managing support tickets, and collaborating with other IT departments to ensure seamless technology integration and support across the organization. The ideal candidate will possess strong technical expertise, leadership capabilities, and a customer-focused mindset.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

As needed, provides direct technical support including troubleshooting software, repair/replacement of desktop PC hardware, laptops, printers, scanners, tablets, mobile devices (iOS & Android) and related devices.  

 

Regularly collaborate with more advanced groups to work out complex configuration issues and provide guidance and documentation back to the team.  

 

Be the technical escalation point for the Desktop Support Analysts.  

 

The ability to take projects from start to finish utilizing best practices for tracking and reporting.  

 

Analyzes, designs, and incorporates methods for maximizing efficiency of ticket routing and flows.  

 

Creating/Updating Knowledge and Process documents  

 

Work with Desktop Support analysts that receive negative comments and respond to comments with appropriate actions.  

 

Respond to customer escalations.  

 

Run regular shift meetings to review previous performance, discuss known issues and create/maintain an environment based on teamwork.  

 

Ensure compliance with quality and service delivery metrics for all assigned services. 

 

Ensures that appropriate resources are deployed to meet service level agreements.  

 

Responsible for ensuring that programs and processes of the PC Technicians are defined, documented, and followed by all personnel.  

 

Monitors and initiates installation of Conference Room AV Equipment and Software, applications, operating system upgrades, and patches for the corporate desktop/laptop environment.  

 

Maintains proper levels of hardware inventory to support timely repair and distribution of new/replacement systems.  

 

Researches, evaluates tests, configures, maintains, and supports products and services for the current and future Conference Room AV, desktop hardware and software environment.  

 

Performs other duties as required.  

 

Supervises the work of Desktop Support Analysts.  Includes work hour scheduling, assignment of projects and supervision of day-to-day activities.  

 

Participates in recruiting, ongoing training and development, daily, quarterly and annual performance evaluations for individuals who report to you, and terminations.  

 

Ensure that technicians manage their individual ticket queues, work with them to resolve or properly close aging tickets (coaching).  

 

Continually ensure technicians are properly trained to meet or exceed customer service best practices and satisfaction.  

 

Manage individual technician schedules (including sick and holiday) to ensure proper coverage is always maintained.  

 

Monitoring customer service stats and follows up on less than satisfactory responses to technician performance.

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management.  Direct supervisor job title(s) typically include: Mgr- Service Desk 

• Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

 

 

 

JOB QUALIFICATIONS: Essential Skills, Abilities, and Example Behavior(s)

 

DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards 

 

TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision 

 

BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities

 

BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor 

 

ADVANCED COMPUTER USER: Able to use required software applications to produce correspondence, reports, presentations, electronic communication, and complex spreadsheets including   formulas and macros and/or databases. Able to operate general office equipment including company telephone system

 

JOB QUALIFICATIONS: Education & Experience Requirements

Bachelors or Associates Degree in Information Management, Computer Operations or a related field; or the equivalent in education and work experience.  

 

5+ years of related experience with 3+ years working in a helpdesk or call center support environment as a manager or supervisor is required.  

 

Experience leading teams of 7 to 16 IT professionals.  

 

Experience supporting windows operating systems ranging from Windows 7 to 11.  

 

3 years of related experience in Desktop Application support 

 

3 years of Executive Support Experience  

 

Experience supporting and administering MacOS devices.

 

Unsolicited Resumes from Third-Party Recruiters   

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.