Desktop Team Supervisor

Job Description

Job Description

Desktop Team Supervisor

Job Type: Direct Hire (Full-time, Regular)
Salary: $81,900 annually
Location: Northern Westchester, NY | FULL-TIME ON-SITE POSITION (Not Remote, Not Hybrid)
Schedule: Monday-Friday, 8:30am-4:00pm

Job Overview

Madison Approach Staffing is recruiting for a Desktop Team Supervisor for our client, a mission-based international nonprofit organization. This is a full-time, on-site position with no remote or hybrid options. The Desktop Team Supervisor will oversee day-to-day desktop support operations, mentor and coach team members, respond to user-reported issues, and solve problems of moderate to high complexity. This role serves as an escalation point for the desktop support team and manages projects within the team's sphere of responsibility. The ideal candidate brings 5+ years of helpdesk experience, CompTIA A+ certification, technical proficiency with Windows and Apple systems, and strong leadership and mentoring abilities.

Key Responsibilities

Team Leadership & Mentoring:

• Mentor and coach desktop support team members to improve their technical skills
• Serve as escalation point for issues and questions from team members
• Manage team workload, priorities, and support ticket distribution
• Provide guidance on technical and professional development
• Foster a collaborative and efficient team environment

Desktop Support Operations:

• Respond to user-reported issues, requests, and support tickets
• Provide technical support for desktop hardware and software users (in-office, remote offices, and home)
• Troubleshoot application issues including viruses, hard disk diagnostics, file repair, data encryption
• Solve problems of moderate to high complexity without assistance
• Work with users on Windows and Apple systems

System Administration & Management:

• Administer and support Microsoft 365, Microsoft Intune, Active Directory, and Azure environments
• Manage VPN connectivity and Microsoft Entra ID
• Provide audiovisual (AV) setup and support for presentations and Microsoft Teams meetings
• Support microphones, speakers, conferencing equipment, and collaboration technologies
• Manage inventory and assign equipment to employees appropriately

Documentation & Project Management:

• Track, document, and resolve incidents and security incidents
• Ensure resolutions are documented accurately with sufficient detail on solutions
• Manage projects within desktop support team's responsibility
• Work with outside technology vendors and consultants
• Maintain accurate records of issues and resolutions

Required Skills & Experience

• Education: Associate's degree in Information Technology required (or equivalent experience/education substitution)
• Certification: CompTIA A+ certification required
• Experience: Minimum 5 years helpdesk experience
• Operating Systems: Technical proficiency with Windows and Apple desktop systems and issues
• Cloud Technologies: Proficiency in Microsoft 365, Microsoft Intune, Active Directory, VPN connectivity, Microsoft Entra ID, and Azure environments
• Leadership: Ability to mentor and coach team members; demonstrated leadership experience
• Problem-Solving: Ability to solve problems of moderate to high complexity independently
• Audiovisual Support: Experience with AV setup and support for presentations and Teams meetings
• Communication: Clear communication and interpersonal skills
• Technical Writing: Ability to document issues and resolutions with clarity and detail

Preferred Skills & Experience

• CompTIA Network+ or Security+ certification
• Experience with device management and mobile device support
• Help desk ticketing system experience
• Prior team lead or supervisory experience
• Experience with macOS and iOS support
• Vendor management experience
• On-call support experience

IMPORTANT: This is a full-time, on-site position only. Remote and hybrid applicants will not be considered. Position requires in-office presence in Northern Westchester. Weekend hours and on-call support as required.

NO C2C or B2B solicitations. This is strictly an on-site, full-time W-2 employee role

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