Supervisor – Desktop Support

A Brief Overview

The Supervisor - Desktop Support plays a pivotal role in the execution and enhancement of post-implementation services across Practice Management, Managed Services Operations, Transition Services, Platform Engineering, and the Service Desk. This role combines hands‑on technical expertise with strategic insight to ensure operational excellence, client satisfaction, and continuous service improvement. Operating with a high degree of autonomy, the Senior Engineer leads complex issue resolution, drives automation and scalability initiatives, and mentors junior team members.

The role requires advanced technical acumen, strong analytical capabilities, and the ability to influence cross‑functional teams to deliver consistent, high‑quality services.

Supervisor - Desktop Support for the following Services:

• Provide managerial oversight for the IT Helpdesk team, ensuring efficient operation and high quality service delivery.
• Manage ticket queues using Remedy, ensuring timely resolution and appropriate escalation of issues.
• Oversee workload distribution among team members, ensuring tasks are picked up and completed efficiently.
• Conduct regular ticket reviews and handle escalations to maintain service standards.
• Update and improve helpdesk processes to enhance efficiency and service quality.
• Maintain team stability by ensuring adequate staffing levels.
• Prepare and present executive reports on helpdesk performance and metrics.
• Collaborate with technical staff to resolve complex issues, leveraging their expertise as needed.
• Ensure effective communication within the team and with other departments.
• Proven experience in managing a helpdesk or similar IT support team.
• Strong knowledge of ticket management systems, particularly Remedy.
• Excellent communication and interpersonal skills.
• Ability to manage processes and implement improvements. Experience in executive reporting and data presentation.

• Bachelor’s Degree in Arts/Sciences (BA/BS) Information Technology
• A minimum of 5 years' progressive experience in a related field preferred
• Deep understanding operations including service desk, transition services, platform engineering, and managed services.
• Advanced knowledge of ITIL principles, incident/problem/change management, and service lifecycle practices.
• Familiarity with cloud platforms (AWS, Azure, GCP), container orchestration (Kubernetes), and observability tools (Datadog, Prometheus, Grafana).
• Awareness of financial and operational metrics relevant to service delivery (e.g., SLA adherence, utilization, cost optimization).
• Skills:
  
  Technical Leadership:
  Ability to lead technical initiatives, mentor peers, and drive operational strategy.
• Communication:
  Skilled in translating complex technical issues into clear, actionable insights for stakeholders at all levels.
• Analytical Thinking:
  Strong ability to interpret performance data, identify trends, and recommend strategic improvements.
• Client Engagement:
  Advanced interpersonal skills to manage escalations and build trust with clients and internal teams.
• Tool Proficiency:
  Expert-level proficiency in Excel, PowerPoint, scripting languages (e.g., Python, Bash), and service management/reporting tools.
• Ability to manage competing priorities and lead initiatives in a fast‑paced, dynamic environment.
• Ability to identify systemic issues and implement scalable, long‑term solutions.
• Ability to work independently while aligning with organizational goals and leadership direction.
• Ability to influence cross‑functional teams and contribute to strategic planning and execution.
• Information Technology Infrastructure Library (ITIL) certification