Desktop Support Supervisor

Overview

Title:
Desktop Support Supervisor (Technology Support Coordinator)

Positions

Summary:

Responsible for overseeing daily operations across support teams to ensure timely resolution of incidents, service requests, and system issues. This role assigns tasks, monitors staff performance, and provides training to maintain high-quality service. Serves as the primary escalation point, collaborating with IT groups and users on problem resolution and change management. Ensure system availability by tracking performance metrics, preparing reports, maintaining documentation, and leading continuous improvement efforts.

General Characteristics: Supervises the computer operations within the data center. Responsible for the day-to-day assignments of staff, and the follow-up of their work performance. Manages the daily activities to resolve problems and change management issues. Responsible for production systems  online response time. Maintains system availability, prepares metrics to evaluate systems performance, and works with IT groups and users to ensure that service objectives are met.

• Manage the day-to-day activities of the team, including prioritizing support, delegating work, monitoring and reporting trends (including security incident awareness), and ensuring efficient service delivery by leveraging IT support specialists.
• Serve as a high-level resource for the team and act as the primary escalation point for customer service–related issues.
• Assist with monitoring and tracking inventory for the Information Technology cost center.
• Work closely with IT leadership to identify areas for improvement in processes and workflows, and implement strategies to enhance overall efficiency, user satisfaction, and service quality.
• Monitor, analyze, and recommend improvements to work processes for increased efficiency, while keeping the knowledge library up to date to ensure the best experience for customers and IT team members.
• Collaborate with other IT departments to ensure that all service tickets for the assigned unit are responded to and resolved promptly.
• Perform Quality Assurance checks on customer incidents, onsite or at remote locations, ensuring that Service Level Agreements are met.
• Coordinate and schedule audiovisual setups and provide video conferencing support.
• Perform other duties as assigned.

• Associate or bachelor s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience.
• A minimum of 5 years of IT work experience in computer operations with exposure to multiplatform environments.
• Experience in leading teams and projects.
• Previous experience using a ticketing system to manage support requests and monitor trends.
• Ability to manage multiple priorities and work independently or as part of a team.
• Capacity to perform effectively in high-pressure situations, with strong organizational and time-management skills.
• Strong technical troubleshooting skills for both hardware and software issues.
• Understanding of help desk processes and service management principles.
• Supervisory skills, including the ability to motivate, develop, and empower team members.