Desktop Services Supervisor

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates' potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

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.

• 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.

• 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.

• 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 Mac Books, 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.

• 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…