IT Desktop Support Supervisor

IT Desktop Support Supervisor

The IT Desktop Support Supervisor plays a critical lead role in DWIHN's IT Operations team, overseeing the Service Desk function and ensuring the timely, secure, and high-quality delivery of technical support across the enterprise. This role is responsible for supervising daily operations, managing a team of support technicians, enforcing ITIL-aligned practices, and supporting compliance with HIPAA, SOC 2, and internal information security standards. This position serves as a key point of coordination between end-users, technical teams, and IT leadership to ensure operational excellence and a superior user experience.

Key Responsibilities

• Team Leadership & Operational Oversight
• Supervise, coach, and develop Service Desk staff to ensure exceptional support via phone, in-person, chat, email, and video channels.
• Conduct daily stand-up meetings and operational check-ins to maintain alignment and accountability.
• Manage ticket queues and escalation workflows to meet defined SLAs and user satisfaction goals.
• Oversee onboarding and offboarding processes, including IT orientation and access provisioning.
• Service Management & Continuous Improvement
• Implement and enforce ITIL best practices for incident and service request management.
• Track, analyze, and report on Service Desk KPIs and performance metrics (weekly/monthly).
• Develop and maintain standard operating procedures (SOPs) and knowledge base documentation.
• Participate in special projects and cross-functional IT initiatives, including process improvement and automation.
• Technical Support & Compliance
• Provide hands-on support for hardware, software, peripheral, and multimedia systems, including installs, patches, upgrades, and break/fix tasks.
• Assist with troubleshooting server, network, VoIP, printing/scanning, and desktop issues.
• Maintain inventory management and IT asset lifecycle, including procurement, disposal, and warranty tracking.
• Ensure software license compliance and secure configuration management.
• Support compliance with HIPAA, SOC 2, and internal security/privacy policies by enforcing appropriate access controls and documenting procedures.

Qualifications

Required Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Minimum 5 years of progressive IT experience, including:
• Microsoft environments (Windows 10/11, Windows Server 2012--2022, Azure Entra ID, Office 365)
• Network and infrastructure familiarity (LAN/WAN, DNS, DHCP, VPN, firewalls, Cisco switches)
• At least 3 years in a supervisory, team lead, or management role.
• Minimum 1 year leading a Service Desk or Helpdesk team.

Preferred Certifications

• ITIL Foundation
• ITSM certifications (preferred)
• Microsoft MCP, MCSA, or equivalent
• Cisco CCNA/CCNP (a plus)

Required Skills & Competencies

• Strong leadership and team-building capabilities in technical environments.
• Proficient in troubleshooting hardware/software issues across a Microsoft-based ecosystem.
• Experience with imaging, remote desktop support tools, ticketing systems, and asset management platforms.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated ability to manage multiple priorities in a fast-paced, hybrid work environment.
• Commitment to service excellence, documentation, and compliance.