DESKTOP SUPPORT SUPERVISOR

Introduction:

Our client is seeking a Desktop Team Supervisor. The Desktop Team Supervisor will be responsible for growing the Desktop team members'' skills and performing day-to-day tasks including responding to user-reported issues, requests, and expediting support tickets. The expectation is that this individual will be technically proficient and will be able to mentor and coach other members of the team to improve their skills. The Desktop Team Supervisor role presents an opportunity to solve problems of moderate to high complexity without help. Complete yearly reviews of direct reports. Weekend hours and on-call hours as required.

Responsibilities:

• Grow the skills of Desktop team members
• Respond to user-reported issues, requests, and support tickets
• Mentor and coach team members to improve their skills
• Complete yearly reviews of direct reports
• Work on problems of moderate to high complexity independently
• Provide technical support for users of desktop hardware and software
• Manage projects falling under Desktop Support team’s responsibility
• Serve as an escalation point for team members
• Document and resolve incidents and request security incidents
• Conduct performance evaluations and support staff development
• Ensure good communication regarding status issues with the Manager-Infrastructure & User Support

Requirements:

Required Skills:

• Associate’s degree in Information Technology
• CompTIA A+ certification
• Minimum five (5) years of experience working on Helpdesk
• Minimum of 2 years of supervisory experience
• Technical proficiency in Windows and Apple desktop issues
• Proficient in Microsoft 365, Microsoft Intune, Active Directory, VPN connectivity, Microsoft Entra ID, and Azure environments
• Experience in audiovisual (AV) setup and support for presentations and Microsoft Teams meetings

Preferred Skills:

• Experience in managing computer hardware
• Knowledge of Microsoft Office
• Experience in training and development