IT Desktop Support Supervisor

Already a Kwik Trip Coworker? Follow this link to apply:
Location: Department 671
Shift: Daytime
Experience: 1-3 years
Pay Range: $66,535.82 to $99,803.86

Actual pay will be based on various factors, such as a candidate's qualifications, skills, competencies, proficiency for the role, and internal equity. In addition to base pay, Kwik Trip gives 40% of pre-tax profits back to our coworkers with bonuses ranging from 8-12% of each coworker's gross annual wage depending on company profitability and offers a comprehensive benefits package, including health insurance, 401k, paid time off, and more.

IT Desktop Support Supervisor
Location: La Crosse, WI | Onsite at Kwik Trip Support Center
Job Type: Full-time

About the Role:
Kwik Trip is seeking an IT Desktop Support Supervisor to lead our desktop support team and oversee daily operations. In this role, you will ensure efficient and effective resolution of technical issues related to end-user hardware, software, and network systems. You'll coordinate support activities, manage personnel, and implement best practices to enhance the quality of IT services. This position is critical for maintaining high levels of user satisfaction and driving continuous improvement in IT support processes.

What You'll Do:

• Supervise, mentor, and provide guidance to the desktop support team
• Foster a culture of continuous improvement and professional development
• Conduct regular team meetings and individual check-ins to discuss updates, performance, and career growth
• Recruit, train, and onboard new desktop support staff
• Monitor and assign work to team members, ensuring balanced workloads
• Establish short-term and long-term goals for the desktop support team, aligned with company IT strategy
• Track and analyze support metrics to identify trends and areas for improvement
• Identify opportunities for process improvements and implement changes to improve efficiency
• Develop, document, and enforce IT policies, procedures, and standards
• Coordinate with procurement for timely acquisition of hardware and software
• Collaborate with other IT departments and business units to ensure seamless operations
• Oversee troubleshooting and resolution of hardware, software, and network issues
• Provide advanced technical support and serve as an escalation point for complex issues
• Communicate with third-party vendors and service providers for support and maintenance
• Ensure high levels of customer satisfaction through prompt, courteous, and professional service
• Analyze survey results to identify strengths and areas for improvement in IT service delivery

What We're Looking For:

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred)
• 0 to 2 years of supervisory or team leadership experience
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are desired but not required
• Proficiency in Windows and macOS operating systems
• Experience with remote support tools and ticketing systems
• Knowledge of ITSM systems and ITIL methodology
• Strong knowledge of Microsoft Office Suite, email clients, and common business applications
• Familiarity with network protocols, hardware troubleshooting, and software deployment
• Strong problem-solving, analytical, and organizational skills
• Exceptional communication and interpersonal skills
• Excellent customer service skills

Physical Requirements:

• Medium work: lifting up to 50 pounds
• Frequent standing, sitting, walking, and use of hands/fingers
• Occasional climbing, stooping, kneeling, crouching, pushing, pulling, and operating motor vehicles
• Occasional exposure to low/high temperatures, outdoor elements, and noisy environments
• Ability to work in small or enclosed spaces as needed

Work Schedule: Full-time, Monday through Friday, onsite at our La Crosse Support Center.

Kwik Trip, Inc. is a family-owned, Midwest company, in operation since 1965. We are dedicated to serving our guests and coworkers while treating everyone like family. Along with our award-winning culture, we are proud to be an Equal Opportunity Employer. Learn more about Kwik Trip and our culture.