Desktop Support Supervisor

Grow Financial Federal Credit Union • Tampa, FL

29d • Onsite

About The Position

The Desktop Support Supervisor is responsible for assisting the Manager with leading the daily operations of the Desktop Support team, ensuring the delivery of high-quality technical support to end users across the organization. This role oversees the timely resolution of incidents and service requests, manages ticket queues, and ensures adherence to service level agreements (SLAs). The supervisor provides guidance and mentorship to Desktop Support staff, monitors performance metrics, and implements process improvements to enhance service efficiency and user satisfaction. Additionally, the Desktop Supervisor collaborates with other teams to escalate and resolve complex issues, maintains documentation and knowledge bases, and ensures the effective use of service management tools such as ServiceNow.

Requirements

• Bachelor of Arts/Science degree from an accredited college or university (management or technology discipline with significant computer coursework preferred) required, or an additional four years of related experience required.
• Three years’ experience with PC operations in a Help Desk environment is required.
• A+ certification required or the ability to obtain within 6 months of starting.
• 1 year of supervisory experience required.
• Must have or be willing to obtain an advanced Microsoft or Cisco certification.
• Extensive working knowledge of Windows operating systems and Office applications.
• Experience in hardware troubleshooting techniques required.
• Working knowledge of script and script deployment.
• Ability to move freely (standing, stooping, walking, bending, pushing and pulling) and lift up to a maximum of fifty (50) pounds without assistance.
• Must be able to sit, type and view computer monitors for extended periods of time.
• Must be able to read, write, speak and type English.
• Must be able to hear and use a telephone.
• Use of computer requires repetitive keystrokes.
• Qualified candidates must live in the Tampa Bay area.

Nice To Haves

• Knowledge of PowerShell scripting a plus.

Responsibilities

• Assisting the Manager with leading the daily operations of the Desktop Support team
• Ensuring the delivery of high-quality technical support to end users across the organization
• Overseeing the timely resolution of incidents and service requests
• Managing ticket queues
• Ensuring adherence to service level agreements (SLAs)
• Providing guidance and mentorship to Desktop Support staff
• Monitoring performance metrics
• Implementing process improvements to enhance service efficiency and user satisfaction
• Collaborating with other teams to escalate and resolve complex issues
• Maintaining documentation and knowledge bases
• Ensuring the effective use of service management tools such as ServiceNow

Benefits

• Medical/Dental/Vision Insurance
• Employee discount on loans Team members qualify for a discount on consumer loans.
• Tuition Reimbursement of up to $5,250 per year for full-time team members.
• Paid Time Off 15 days/year & over 10 Paid Holidays
• Paid Volunteer Days Grow provides two bi-annual paid volunteer days to all team members.
• Retirement Benefits (401K) Grow matches up to 8% for team members.
• Growth Potential In-house training department dedicated to helping our team members reach their maximum potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees