Supervisor IT Desktop Services

* Job Title:

Supervisor of Product Management

* Job Code: 129366

* Job Grade: 59

The Supervisor IT Desktop Services is responsible for the supervision and direction of desktop operations and field personnel that provide Tier 2 support of end-user devices, applications, and workplace technology. Areas of focus may include day-to-day execution, monitoring/measurement, adoption/enforcement, and continual improvement opportunities. Coordinates and supervises execution of all associated projects. Administrative responsibilities include organizational planning, budgeting, coordination & communications, performance management, mentoring, safety, and training.

The Supervisor owns the strategy, operational performance, security, supportability, and lifecycle management of enterprise endpoint services while ensuring alignment with business objectives, customer experience expectations, and technology standards.

* Supervises daily activities of team. Sets priorities to accomplish task or process completion. Decisions guided by policies, procedures and business plan. Typically does not perform same work as subordinates.

• Responsible for the supervision of Desktop personnel and contractors. Conducts performance management activities, including coaching, mentoring, career development.
• Manages client relationships, and execution of projects to ensure timely and on budget completion. Ensures completion of work in line with enterprise goals and strategy.
• Works closely with logistics ensuring enterprise needs are met. Reviews process relationships to identify opportunities for automation, optimization, and value stream improvements.
• Understands organizational processes in order to route off-track activities to the correct process and in order to contribute to improvement of process interactions one-on-one with business partners.
• Provides cross-process leadership, strategy, and expertise. Ensures effective Tier 2 support which includes diagnostics and repair, troubleshooting to include root cause analysis, installation, configuration of all applications, hardware and equipment.
• Leads business discussions with organizational management based on metrics and insights derived from analytics to ensure performance to standards. Defines and maintains process artifacts such as calendars, schedules, plans, training, and documentation.
• Reports and reviews metrics across processes to ensure CSFs, KPIs, and other operational metrics are in alignment and on target.
• Leads process management mechanisms such as approval boards and after-action reviews. Performs process manager activities as defined in the process such as approvals and expedited process actions.
• Reviews and maintains processes including, but not limited to:
  Change Enablement, Knowledge Management, Problem Management, Major Incident Management, Configuration Management, Service Catalog & Service Requests, Event Management, Release & Deployment Management, and Incident Management.
• Ensures a customer-centric culture focused on exceptional end-user experience and continuous service improvement. Ensures team compliance with enterprise policies, standards, procedures, and safety requirements.
• Owns operational delivery of desktop and endpoint services, ensuring service levels, response times, and customer satisfaction targets are consistently met. Leads major incident response activities impacting end-user computing services and coordinates resolution efforts across support teams.
• Oversees desktop support queue management, escalation processes, and workload balancing. Develops and maintains operational runbooks, support procedures, knowledge articles, and technical documentation.
• All other duties as assigned.