Desktop Support Supervisor

## Desktop Support Supervisor Apply locations:
Richmond University Medical Center (Staten Island, NY) time type:
Full time posted on:
Posted 18 Days Agojob requisition :
JR102336

It's fun to work in a company where people truly BELIEVE in what they're doing!  We're committed to bringing passion and customer focus to the business.

Day Shift - 7.5 Hours (United States of America)##
** Key Responsibilities**###
** Service Desk & Desktop Operations
*** Oversee day-to-day desktop support operations, including hardware, software, and peripheral support across all hospital locations.
* Ensure timely response, resolution, and escalation of Help Desk tickets in accordance with SLAs.
* Monitor ticket queues, backlog, and technician productivity to maintain service quality.
* Manage on-site and remote technical support for desktops, laptops, printers, mobile devices, and clinical workstations.
* Coordinate 24/7 support coverage, including on-call rotation and weekend support as required in a healthcare setting.###
** Team Leadership & Staff Development
*** Supervise, mentor, and evaluate Desktop Support Technicians and senior desktop staff.
* Assign workload and prioritize tasks based on business impact and clinical urgency.
* Support staff development, certification tracking (e.g., CompTIA A+, ITIL), and performance improvement plans.
* Conduct regular team meetings, performance reviews, and coaching sessions.###
** Endpoint Management & Technical Oversight
*** Oversee deployment, imaging, and lifecycle management of desktops and laptops.
* Ensure standardized device configurations (e.g., Dell devices, Microsoft Surface) are maintained across the enterprise.
* Manage software installations, patching, updates, and endpoint security compliance.
* Coordinate troubleshooting of complex hardware/software issues and escalation to infrastructure or security teams when needed.###
** Asset & Inventory Management
*** Maintain accurate inventory of all endpoint devices and peripherals.
* Oversee procurement, asset tagging, and lifecycle replacement programs (e.g., desktop refresh initiatives).
* Ensure proper documentation of systems, configurations, and asset ownership.###
** Process Improvement & IT Governance
*** Develop and enforce desktop support procedures, standards, and documentation.
* Identify opportunities to improve service efficiency, reduce manual ticket intake, and automate support processes.
* Ensure compliance with IT governance, cybersecurity policies, and healthcare regulatory requirements (HIPAA, NY DOH).
* Participate in change management processes and CAB reviews for endpoint changes.###
** Stakeholder Communication & Customer Service
*** Serve as the escalation point for high-impact technical issues affecting clinical and administrative operations.
* Maintain strong relationships with clinical staff, department leaders, and executive stakeholders.
* Provide regular reporting on SLA performance, ticket trends, and service improvements.
* Ensure a high level of customer satisfaction and responsiveness across all support interactions.###
** Project Support & Implementation
*** Lead or support desktop-related IT projects (e.g., device upgrades, Windows migrations, clinic expansions).
* Coordinate with application, network, and cybersecurity teams to support system rollouts.
* Assist in EHR-related upgrades and hardware readiness initiatives tied to major platforms (e.g., Meditech/Epic).##
** Required Qualifications
*** Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
* 5+ years of desktop support experience, with at least 2 years in a supervisory or lead role.
* Strong experience supporting Windows OS, Microsoft 365/O365, and enterprise endpoint environments.
* Proven experience managing ticketing systems and SLA-driven support models.
* Excellent troubleshooting, analytical, and problem-solving skills.
* Strong communication and leadership abilities in a fast-paced healthcare environment.##
** Preferred Qualifications
*** Experience in a hospital or healthcare IT environment.
* ITIL certification or familiarity with IT service management frameworks.
* CompTIA A+, Microsoft certifications, or equivalent.
* Experience with endpoint management tools (e.g., SCCM, Intune, or equivalent).
* Experience supporting multi-site or 24/7 operations environments.##
** Key Competencies
*** Service delivery leadership and SLA management
* Team leadership and workforce development
* Strong customer service orientation
*…