Desktop Services Supervisor
Core
Provide hands-on Desktop Services support, IT Helpdesk call center support, and operational management for End-User Services across all internal employee IT needs.
Role type
Senior IC Desktop Services Supervisor (Team Lead)
Builds
Reliable, secure, and responsive technology services for business continuity in regional call centers and customer-facing departments.
Domain
Financial Services / IT Operations
Required skills
Team leadership, Windows and macOS troubleshooting, Microsoft 365 support, endpoint device deployment, asset lifecycle management, call center operations, incident management, VIP support coordination.
Preferred skills
Experience with JAMF and Microsoft Intune, knowledge of conference room technology, problem management partnership.
Technologies
Windows 11, macOS, Microsoft Intune, JAMF, Microsoft 365, Apple MacBook, iPad, docking stations, webcams.
Responsibilities
Provide direct supervision, coaching, scheduling, and performance management for a team of Desktop Services and IT Call Center Specialists. Actively participate in the IT Call Center by answering inbound support calls and troubleshooting end-user issues. Provide hands-on support for Windows and macOS laptops, including hardware, software, OS, and application troubleshooting. Oversee daily call center operations, monitor call volumes, queue backlogs, and service performance metrics. Provide white-glove VIP and Executive Support services for senior leaders. Oversee endpoint inventory management and technology asset lifecycle processes.
Seniority
Senior, hands-on IC with team leadership