Desktop Support Supervisor

Desktop Support Supervisor

AmTrust is looking to build a world-class End User Support team. We seek a Supervisor, End User Support, to oversee daily operations, prioritize tasks, and ensure service level agreements (SLAs) and key performance indicators (KPIs) are achieved.

The Supervisor will manage escalated customer issues, assess the team’s processes, and implement changes to enhance efficiency, reduce response times, and improve customer satisfaction and productivity. The role reports directly to the Manager of End User Services and collaborates with the Global EUS team to drive innovation and streamline the end-user experience.

• Supervise, train, and mentor End User Support staff to provide quality service.
• Monitor and manage tickets, ensuring they are prioritized, resolved, and closed timely.
• Provide technical support and troubleshoot complex issues, escalating as needed.
• Establish and maintain SLAs, policies, and procedures aligned with organizational goals.
• Ensure ticket quality and promote IT knowledgebase development.
• Oversee daily operations for desktop support, depot operations, and IT asset management.
• Prepare and analyze reports on activities, metrics, trends, and recommend improvements.
• Coordinate with IT departments and external vendors to deliver IT services smoothly.
• Identify potential issues that could adversely impact customer experience and take action.
• Stay abreast of latest technologies, trends, and best practices, providing feedback for improvement.
• Manage operational tasks and processes assigned to the team.

• An associate degree or bachelor’s degree in computer science or related technology background strongly preferred.
• At least three years of supervisory or leadership experience, preferably in a help desk role.
• High School Diploma.
• Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus.
• Strong knowledge of IT systems, applications, hardware, software, and networks.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work under pressure, multitask, and prioritize in a fast‑paced environment.
• Strong leadership, motivation, and coaching skills.
• Proficiency in building partnerships with stakeholders.
• Detail oriented with strong organizational and analytical skills.
• Demonstrated ability to work independently and as part of a team.
• Analytical thinking to identify problems and propose solutions.
• Experience with hardware, software, and peripheral procurement.
• Basic knowledge of ITIL and experience with ITSM tools (Helix, Service Now, Remedy, Cherwell, HEAT).
• Certifications in ITIL, CompTIA, Microsoft, or other relevant fields a plus.
• Advanced knowledge of Asset Management processes and workflows.
• Knowledge of IT infrastructure support (systems, network, telephony, etc.).

• Strong leader and team player who collaborates well globally.
• Proven track record of customer focus and building relationships.
• Clear and concise communication, decision evaluation, and proactive planning.
• Power Shell experience preferred.

The expected salary range for this role is $58,000–$90,000 per year.

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Benefits include medical & dental plans, life insurance, health care flexible spending, dependent care, 401k savings, and paid time off.

AmTrust values diversity and inclusion, fostering a culture where all employees are respected and appreciated. Diversity is a business imperative that enhances our competitive advantage.

AmTrust is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.