Desktop Support Supervisor - Progilisys

Type

Type Details

Complete Description

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.