Handson - Desktop Support Supervisor

The Desktop Team Supervisor will be responsible for growing the Desktop team members' skills and performing day-to-day tasks including responding to user-reported issues, requests, and expediting support tickets. The expectation is that this individual will be technically proficient and will be able to mentor and coach other members of the team to improve their skills. The Desktop Team Supervisor role presents an opportunity to solve problems of moderate to high complexity without help. Complete yearly reviews of direct reports. Weekend hours and on-call hours as required.

Qualifications:

• An Associate’s degree in Information Technology is required. Other experience and/or education may be substituted for experience and/or education.

• Must have CompTIA A+ certification.

• Minimum five (5) years of experience working on Helpdesk.

• Minimum of 2 years of supervisory experience.

• Technically proficient in Windows and Apple desktop issues and be able to mentor and coach other members of the team to improve their skills.

• Proficient in administering and supporting Microsoft 365, Microsoft Intune, Active Directory, VPN connectivity, Microsoft Entra ID, and Azure environments.

• Experienced in audiovisual (AV) setup and support for presentations and Microsoft Teams meetings, including microphones, speakers, conferencing equipment, and related collaboration technologies.

• Serve as an escalation point for issues and questions from team members.

• Manage projects that fall under Desktop Support team’s sphere of responsibility.

• Provide technical support for users of desktop hardware and software; users can be in-office, remote offices and at home.

• Ability to work with other I.T. Department teams such as Infrastructure, Security, and Development teams.

• Troubleshoot application issues including viruses, hard disk diagnostics, file repair, data encryption, etc.

• Track, document, resolve incidents and request security incidents.

• Perform a variety of support activities including working with outside technology vendors and consultants.

• Ensure resolutions of issues are documented accurately with enough detail that indicates the solution.

• Ensure that inventory is assigned to employees appropriately in our inventory program.

• Ability to conduct performance evaluations and support staff development.

• Ensure good communication regarding status issues, identification of ongoing issues, and solutions to Manager-Infrastructure & User Support

Top Prospect Group founders and management team offer more than 25 years
of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.