Desktop Services Supervisor

East West Bank•Dallas, TX

About The Position

The Desktop Services Supervisor provides hands-on desktop and IT helpdesk call center support while managing and continually improving end-user services for internal employees. The role supervises Desktop Services and IT Call Center professionals and is the local leader for end-user experience, operational excellence, and alignment with organizational objectives. It oversees endpoint support, including desktop and laptop deployment, technology lifecycle management, asset governance, inventory control, service performance, and customer satisfaction. The position also supports business continuity for regional call centers and customer-facing departments by maintaining reliable, secure, and responsive technology services. The supervisor leads team members, participates in call center operations, provides hands-on Windows and Apple endpoint support, and delivers local, VIP, and executive assistance. The role coordinates with other IT teams on escalations, monitors service levels and operational metrics, maintains support documentation, and drives service improvements. It also oversees endpoint inventory, asset tracking, refreshes, replacements, and recovery programs.

Requirements

At least 5 years of progressive Desktop Support, Service Desk, or End-User Support experience.
At least 2 years of supervisory or team leadership experience.
Experience supporting enterprise Windows and Apple environments.
Experience supporting Microsoft 365, Windows 11, macOS, and endpoint management platforms.
Experience working with an ITSM platform such as Jira Service Management or similar.
Strong knowledge of desktop hardware, operating systems, mobile devices, and end-user technologies.
Strong customer service, communication, and conflict resolution skills.
Experience reporting operational metrics and managing service delivery performance.
Ability to move throughout office, call center, branch, and technology support environments for extended periods.
Ability to lift and transport equipment weighing up to 40 pounds.
Willingness and ability to travel locally to branch and office locations as needed.
Must successfully pass a background investigation.
Must possess a valid driver's license.
Must have legal authorization to work in the United States; visa sponsorship is not offered.

Nice To Haves

Experience supporting JAMF Pro and Apple Business Manager.
Experience supporting Microsoft Intune and Microsoft Endpoint Manager.
ITIL Foundation certification.
Microsoft, Apple, CompTIA, or JAMF certifications.
Experience working in and managing a call center environment.
Experience in financial services or another regulated industry.

Responsibilities

Directly supervise, coach, schedule, and manage the performance of Desktop Services and IT Call Center Specialists.
Monitor team and individual productivity, ticket ownership, customer satisfaction, and service-level performance; conduct one-on-ones, performance reviews, and development discussions.
Manage daily workload and staff coverage, foster accountability and customer service, and escalate personnel or operational concerns as appropriate.
Answer inbound IT support calls, create tickets, and troubleshoot end-user issues as an active member of the IT Call Center.
Oversee daily call center operations, monitor call volumes, queues, response times, abandonment rates, and service metrics, and ensure appropriate ticket prioritization, categorization, routing, escalation, quality, and documentation.
Coordinate with other IT teams to resolve escalated issues in a timely manner.
Provide hands-on Windows and macOS desktop support, including troubleshooting hardware, software, operating systems, applications, network connectivity, and printing.
Support Microsoft 365, Apple MacBooks, iPads, macOS and JAMF-managed devices, and Windows 11 and Microsoft Intune-managed endpoints.
Deploy, image, configure, replace, and maintain endpoint devices; assist with onboarding, offboarding, technology refreshes, office moves, and equipment deployments.
Support conference room technology, docking stations, monitors, webcams, and collaboration tools.
Provide white-glove VIP and executive support, including rapid response, proactive communication, and escalation coordination with Infrastructure, Security, Telecom, and other IT teams.
Provide personalized support for executive meetings, presentations, conference room technology, remote connectivity, and mobile productivity solutions.
Deliver on-site support to local office associates, including walk-up and desk-side troubleshooting, device deployments, office moves, and onboarding; build relationships with business users and office leadership.
Support branch and office technology, including printers, conference rooms, audiovisual equipment, workstations, and collaboration tools.
Ensure incidents and service requests meet established service-level targets; monitor ticket queues, aging tickets, backlog trends, and escalations.
Track and report operational metrics, identify recurring issues, and partner with Problem Management and Infrastructure teams on permanent solutions.
Create and maintain support documentation, procedures, and knowledge base articles; drive continuous improvement in service quality and operational efficiency.
Oversee endpoint inventory and asset lifecycle processes, including tracking, audits, device assignments, and retirements.
Coordinate warranty repairs, vendor support, equipment replacements, annual refresh programs, and deployment initiatives.
Oversee asset recovery related to employee terminations, leaves of absence, transfers, and refresh projects.
Travel locally to branch and office locations as needed.