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IT Support Operations Supervisor

2 months ago

Oak Brook, United States Ledgent Technology Full time

The Supervisor of Onsite Desktop Support oversees the day-to-day operations of the desktop support team, ensuring prompt and efficient resolution of hardware, software, and network issues. This role involves leading a team of support technicians, providing onsite technical assistance, and implementing best practices to enhance user experience and system reliability.

Duties And Responsibilities
1. Team Leadership:
* Supervise and mentor onsite desktop support technicians.
* Conduct regular team meetings and performance reviews.
* Provide ongoing training and development for team members.
* Ensure adherence to company policies and procedures.
2. Technical Support:
* Provide hands-on, onsite technical support for desktops, laptops, printers, and peripherals.
* Troubleshoot and resolve hardware and software issues, including operating systems and applications.
* Ensure timely resolution of support tickets and effective communication with end-users.
3. Incident and Problem Management:
* Manage and resolve technical incidents and problems.
* Escalate issues to higher-level support or vendors as needed.
* Maintain accurate records of incidents, changes, and service requests.
* Analyze recurring issues and implement preventive solutions.
4. System Maintenance and Setup:
* Oversee setup, configuration, and deployment of new desktops, laptops, and peripherals.
* Ensure proper maintenance and updates of desktop systems.
* Manage inventory of IT assets and ensure proper documentation.
5. Operational Efficiency:
* Develop and implement desktop support policies and procedures.
* Identify and implement process improvements to enhance support operations.
* Monitor and report on key performance indicators (KPIs) for the desktop support team.
6. User Training and Support:
* Provide training and support to end-users on IT-related topics and best practices.
* Create and maintain user guides, FAQs, and other support documentation.
* Conduct regular user satisfaction surveys and take action based on feedback.
7. Security and Compliance:
* Implement and enforce IT security policies to protect company data and systems.
* Ensure compliance with data protection regulations and company policies.
* Conduct regular security audits and vulnerability assessments on desktop systems.
8. Vendor Coordination:
* Coordinate with external vendors for support, repairs, and procurement of desktop hardware and software.
* Evaluate vendor performance and manage vendor relationships.
9. Office 365 Collaboration Tools:
* Support and manage Office 365 applications including Outlook, Teams, SharePoint, and OneDrive.
* Provide training and support for end-users on Office 365 collaboration tools.
* Troubleshoot and resolve issues related to Office 365 applications.
10. Intune Management:
* Manage and support Microsoft Intune for device management and security.
* Configure and deploy policies, applications, and updates using Intune.
* Provide training and support for end-users on Intune-related topics.
11. Network Support:
* Assist with network troubleshooting and support, including TCP/IP, DNS, DHCP, and VPN.
* Coordinate with network administrators to ensure seamless connectivity for end-users.
* Conduct regular network performance assessments and report findings.

Required Qualifications:
* Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
* 3+ years of experience in desktop support or a similar role.
* At least 1 year in a supervisory or leadership position.
* Strong technical knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
* Excellent troubleshooting and problem-solving skills.
* Familiarity with network concepts and basic troubleshooting (TCP/IP, DNS, DHCP).
* Experience with IT asset management and ticketing systems.
* Strong leadership, communication, and interpersonal skills.
* Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.
* Experience with Office 365 collaboration tools and Microsoft Intune.
* Background in network support and troubleshooting.

Desired Skills and Experience

The Supervisor of Onsite Desktop Support oversees the day-to-day operations of the desktop support team, ensuring prompt and efficient resolution of hardware, software, and network issues. This role involves leading a team of support technicians, providing onsite technical assistance, and implementing best practices to enhance user experience and system reliability.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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