Overview
The Desktop Services Supervisor is responsible for providing hands-on Desktop Services support and IT Helpdesk call center support, operational management, and continual improvement of End-User Services for all internal employee IT needs. In addition, this role oversees a team of Desktop Services and IT Call Center Support professionals and serves as the local leader responsible for delivering exceptional end-user experiences, maintaining operational excellence, and ensuring alignment with organizational objectives.
This role will provide operational oversight across all aspects of endpoint support, including desktop and laptop deployment, technology lifecycle management, asset governance, inventory control, service delivery performance, and customer satisfaction. This position plays a critical role in supporting business continuity for key operational areas, including regional call centers and customer-facing departments, by ensuring technology services remain reliable, secure, and responsive to business needs.
Responsibilities
Team Leadership & Supervision
- Provide direct supervision, coaching, scheduling, and performance management for a team of Desktop Services and IT Call Center Specialists.
- Monitor individual and team productivity, ticket ownership, customer satisfaction, and service level achievement.
- Conduct regular one-on-one meetings, performance reviews, and development discussions.
- Foster a culture of accountability, collaboration, professionalism, and exceptional customer service.
- Manage daily workload balance and staff coverage to ensure consistent support operations.
- Escalate personnel, operational, and service delivery concerns as appropriate.
IT Call Center Operations
- Actively participate as a member of the IT Call Center by answering inbound support calls, creating tickets, and troubleshooting end-user issues.
- Oversee daily call center operations and ensure timely response to incidents and service requests.
- Monitor call volumes, queue backlogs, response times, abandonment rates, and service performance metrics.
- Ensure proper ticket prioritization, categorization, routing, and escalation procedures are followed.
- Review call and ticket quality to promote consistent customer service standards and documentation practices.
- Coordinate with other IT teams to ensure timely resolution of escalated issues.
Desktop Support & Endpoint Services
- Provide hands-on support for Windows and macOS laptops
- Troubleshoot hardware, software, operating system, application, network connectivity, and printing issues.
- Support Microsoft 365 applications
- Deploy, image, configure, replace, and maintain endpoint devices.
- Support Apple MacBooks, iPads, macOS, and JAMF-managed devices.
- Support Windows 11 devices and Microsoft Intune-managed endpoints.
- Assist with onboarding, offboarding, technology refreshes, office moves, and equipment deployments.
- Provide support for conference room technology, docking stations, monitors, webcams, and collaboration tools.
VIP & Local User Support
- Provide white-glove VIP and Executive Support services for senior leaders and other designated high-priority users, ensuring rapid response, proactive communication, and exceptional customer service.
- Serve as an escalation point for executive and VIP technology issues, coordinating with Infrastructure, Security, Telecom, and other IT teams to drive timely resolution.
- Deliver personalized, hands-on support for conference room technology, executive meetings, presentations, remote connectivity, and mobile productivity solutions.
- Provide on-site desktop support for local office associates, including walk-up support, desk-side troubleshooting, device deployments, office moves, and technology onboarding activities.
- Build strong relationships with business users and office leadership teams
- Suport local branch and office technology needs, including printers, conference rooms, audiovisual equipment, workstations, and collaboration tools.
Service Management & Operational Oversight
- Ensure incidents and service requests are resolved within established service level targets.
- Monitor ticket queues, aging tickets, backlog trends, and escalation activity.
- Track and report operational metrics and reporting
- Identify recurring issues and partner with Problem Management and Infrastructure teams on permanent solutions.
- Create and maintain support documentation, procedures, and knowledge base articles.
- Drive continuous improvement initiatives that enhance service quality and operational efficiency.
Asset & Lifecycle Management
- Oversee endpoint inventory management and technology asset lifecycle processes.
- Ensure accurate asset tracking, audits, device assignments, and retirements.
- Coordinate warranty repairs, vendor support activities, and equipment replacements.
- Support annual refresh programs and deployment initiatives.
- Oversee asset recovery programs related to employee terminations, leaves of absence, transfers, and equipment refresh projects.
Qualifications
- Minimum 5 years of progressive Desktop Support, Service Desk, or End-User Support experience.
- Minimum 2 years of supervisory or team leadership experience.
- Experience supporting enterprise Windows and Apple environments.
- Experience supporting Microsoft 365, Windows 11, macOS, and endpoint management platforms.
- Experience working within an ITSM platform such as Jira Service Management, or similar.
- Strong knowledge of desktop hardware, operating systems, mobile devices, and end-user technologies.
- Strong customer service, communication, and conflict resolution skills.
- Experience reporting operational metrics and managing service delivery performance.
Preferred Qualifications
- Experience supporting JAMF Pro and Apple Business Manager.
- Experience supporting Microsoft Intune and Microsoft Endpoint Manager.
- ITIL Foundation certification.
- Microsoft, Apple, CompTIA, or JAMF certifications.
- Experience working and managing a call center environment.
- Experience working within financial services or other regulated industries.
Physical Requirements
- Ability to move throughout office, call center, branch, and technology support environments for extended periods of time.
- Must be able to lift and transport equipment weighing up to 40 pounds.
- Must be willing and able to travel locally to branch and office locations as needed.
Other Requirements
- Must be able to successfully pass a background investigation.
- Must possess a valid driver's license.
Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.
Success Measures
- Call, answer and abandonment rates meet established service targets.
- Incident and request SLA compliance consistently achieved.
- High customer satisfaction scores.
- Reduced ticket backlog and aging.
- Accurate asset management and inventory records.
- Improved first-contact resolution rates.
- Strong employee engagement and performance across the Desktop Services and IT Call Center team.
CompensationThe base pay range for this position is USD $80,000.00/Yr. - USD $110,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
