Über
We're a 75-year old, family-owned company passionate about our mission of Impacting Lives through Exceptional Service.
Summary:
The Desktop Support Supervisor is responsible for supervising the day-to-day operations of the Desktop Support (Helpdesk) team and ensuring reliable, timely support for end-user technology across the organization. This is a working supervisor role, combining hands-on technical support with leadership, ticket oversight, and team coordination.
In addition to managing service delivery, this position is responsible for coordinating and administering key end-user technology vendors, service accounts, and operational support functions. This includes ordering equipment and services, maintaining vendor portals and subscriptions, reviewing invoices, tracking assets, and ensuring accuracy of IT-related charges and accounts.
The Desktop Support Supervisor serves as the primary escalation point for complex end-user issues and acts as the operational bridge between Desktop Support, IT leadership, other IT teams, and external technology vendors.
Essential Duties and Responsibilities:
Other duties may be assigned.
Team Leadership & Support Operations:
Supervise and coordinate daily activities of the Desktop Support team Assign and prioritize tickets to ensure timely resolution Monitor ticket queues and ensure adherence to SLAs and service expectations Serve as the primary escalation point for unresolved or high-impact user issues Ensure consistent use of IT support processes, standards, and documentation Assist with hiring, onboarding, training, and performance development of Desktop Support personnel Participate in onboarding and IT training for new GSC personnel Coordinate device access, user permissions, and decommissioning in partnership with IT leadership End-User Support & Service Delivery:
Provide hands-on support for desktop, laptop, mobile, and peripheral issues Ensure end-user devices and accounts comply with IT security standards and policies Support enforcement of endpoint security, patching, and mobile device policies Troubleshoot hardware, software, and connectivity issues for office and field users Support in-office staff, remote employees, sales, merchandising, and delivery personnel Coordinate with internal IT teams and external vendors as needed to resolve issues Provide support for conference rooms, A/V equipment, printers, and other shared technologies Participate in or coordinate emergency and/or after-hours or on-call support coverage as required for business operations Vendor, Account, and Subscription Management:
Serve as the primary operational point of contact for end-user technology vendors Maintain and administer vendor portals and service accounts (example: cellular service provider portals such as T-Mobile) Manage procurement coordination and support-related purchasing requests Track subscriptions, licensing counts, service plans, and account accuracy Coordinate vendor support cases, warranty claims, repairs, and escalations Ensure vendor contracts, renewals, and service changes are communicated and implemented correctly Identify billing discrepancies, unused services, or incorrect charges and coordinate resolution with vendors and Finance Procurement, Ordering, and Asset Lifecycle Administration
Order end-user hardware, peripherals, mobile devices, accessories, and IT supplies as requested Coordinate purchasing requests from Desktop Support team members and other business stakeholders Maintain accurate tracking of equipment inventory, assignments, and asset lifecycle (deployment, replacement, retirement) Ensure proper documentation of assigned equipment for users, departments, and locations Coordinate shipping, receiving, staging, imaging, and deployment of equipment Coordinate return shipments, device recovery, and disposal/offboarding procedures Invoice Review and Operational Financial Oversight
Review of IT support-related invoices for accuracy and alignment with approved services Validate charges against known device counts, service plans, subscriptions, and purchase orders Approve or route invoices for approval according to internal processes Work with Finance and IT leadership to resolve invoice discrepancies and billing issues Maintain documentation supporting invoice approvals and vendor billing changes Systems & Technology Ownership
The Desktop Support Supervisor leads a team who is responsible for day-to-day support, administration, and frontline support for the following systems and technologies:
Desktop computers, laptops and docking stations Bizhub printers and standard office printers SOTI Mobile Device Management software Microsoft 365 Office Applications (Word, Excel, PowerPoint, Outlook, etc.) Mobile Devices used by sales teams, merchandisers, and drivers Conference Room Displays and AV Equipment End user VPN software Wireless access Warehouse paging systems Security camera systems Process & Documentation
Ensure accurate ticket documentation and resolution notes in ticketing software Triage and escalation of issues to the correct Tier 2 IT team when appropriate Identify recurring issues and recommend process improvements Maintain and improve Desktop Support documentation and knowledge base Reporting on ticket trends, workload, and support metrics Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
5-10 years of experience in desktop or helpdesk support Ability to prioritize work and lead a small technical team Strong troubleshooting skills across Windows desktops, laptops, printers, and mobile devices Experience supporting Microsoft 365 applications Experience with ticketing systems and IT service management tools Excellent customer service and communication skills Self-starter with initiative Organizational skills and ability to track and document workload
Education and/or Experience:
To perform this job successfully, an individual should have 5-10 years prior experience in personnel management, technology management, and helpdesk support.
Physical Demands:
This position requires the ability to sit for extended periods, communicate effectively, and perform tasks that involve hand coordination. Occasional standing, walking, bending, or lifting up to 25 pounds may be necessary. Visual acuity must support close work and screen use.
Reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential job functions.
Language Skills:
Ability to read, analyze and interpret technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Mathematic Skills:
Basic to intermediate math skills, including ability to work with percentages, ratios, and interpret numerical data as needed for the role.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstracts and concrete variables.
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klicken Sie auf „Jetzt Bewerben“, um Ihre Bewerbung direkt auf deren Website einzureichen.