IT Support Supervisor

1 month ago


phoenix, United States Talent Groups Full time

Our client seeks an IT Support Supervisor to lead the help desk team, manage daily operations, and ensure top-tier technical support and customer service. Strong communication and leadership skills are key to success in this role.


Job Type: Full-Time Direct Hire

Work Location: Scottsdale, AZ


Responsibilities:

  • Manage the Desktop Support Team's daily operations, ensuring timely ticket responses and resolutions; coordinate with third-party vendors as needed.
  • Deliver prompt, professional support to customers through phone, email, and in-person interactions.
  • Diagnose and troubleshoot customer computer issues by asking targeted questions and providing solutions.
  • Document issue resolutions in the service ticketing system.
  • Follow up on open, active, and resolved tickets to ensure customer satisfaction.
  • Troubleshoot and replace defective PC and peripheral hardware.
  • Install, configure, and maintain desktops, laptops, printers, and other hardware onsite and offsite as required.
  • Coordinate repairs for hardware, including copiers and fax machines, with external vendors.
  • Propose improvements to processes, procedures, and tools to enhance team efficiency.
  • Maintain accurate hardware and software inventory records, including locations, configurations, and service histories.
  • Oversee inventory for devices, peripherals, components, spares, and consumables.
  • Train team members on new software and hardware.


Skills and Experience:

  • High School Diploma or GED required; Bachelor’s degree in Computer Science, IT, or related field or equivalent background and experience.
  • 8+ years of experience in Tier 1, 2, and 3 desktop support supporting MS Windows and MAC systems, including installation, troubleshooting, and configuration.
  • 2+ years of supervisory experience required.
  • Relevant certifications such as CompTIA A+, MS Office Specialist, Dell Certified Enterprise Engineer preferred.
  • Proficiency in Active Directory for user management.
  • Skilled in utilizing Office 365 applications, including Outlook, Word, and Excel.
  • Competency in installing, configuring, and repairing hardware and software.
  • Excellent verbal and written communication skills, including the ability to resolve issues calmly and clearly.
  • Flexibility to work early mornings, late evenings, weekends, and holidays as needed.


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