IT Supervisor - Deskside Support in Woodland Hills, CA or Phoenix, AZ (Hybrid)

Farmers Insurance Careers•Phoenix, AZ

1d•$102,450 - $174,240•Hybrid

About The Position

Leads and manages a team of deskside support engineers providing advanced onsite technical support to all employees, including white-glove service for Executive Staff. Ensures the team delivers exceptional customer experiences through rapid troubleshooting, proactive problem resolution, and continuous service improvement. Responsible for day-to-day team operations, workload prioritization, performance management, and professional development of direct reports. Drives the adoption of Generative AI tools and modern support methodologies to shift the deskside support model from reactive break-fix to proactive, predictive, and self-healing solutions. Champions process improvements by combining hands-on technical leadership with AI-assisted diagnostics, knowledge management, and automation opportunities. Collaborate with peer managers, infrastructure teams, vendors, and business stakeholders to align deskside support operations with broader IT strategy and enterprise initiatives. Manages escalations, coordinates major incident response for end-user impacting issues, and ensures compliance with corporate IT policies, security standards, and service level agreements. Participates in an on-call rotation for critical after-hours executive support needs.

Requirements

Level III: 5 years in an IT environment, including 2 years in a managerial role or 1 year as a Program Manager II.
Five or more years of progressive technical experience in deskside support, desktop engineering, or a related IT discipline in an enterprise environment.
Two or more years of direct people management or team lead experience, including performance management, coaching, and professional development.
Demonstrated experience supporting VIP or executive-level end users with white-glove service expectations.
Strong understanding of ITIL-based service management practices and experience working within a structured ITSM environment.
Proven ability to manage multiple priorities, projects, and escalations simultaneously in a fast-paced environment.
Working knowledge of SAFe Agile principles and experience operating within a SAFe/Agile delivery environment.
Professionalism, discretion, and sound judgment when handling sensitive executive data and confidential information.
Ability to work under pressure, manage critical incidents, and make effective decisions during on-call situations.
Strong organizational, analytical, and problem-solving skills.
Experience building and maintaining team culture, morale, and engagement in a hybrid work environment.
Ability to lift and move computer equipment as needed.
Provide support for Executive Board meetings which may require travel and in-person presence.
May require occasional travel between corporate office locations.

Nice To Haves

CompTIA A+
ITIL Foundation (or higher).
Microsoft Certified: Modern Desktop Administrator Associate.
SAFe Practitioner (SP) – SAFe for Teams.
Microsoft Endpoint Manager (SCCM / Intune).
ServiceNow or similar ITSM platform.
Active Directory & Group Policy.
MDM device management platforms (Intune, Jamf, or similar).
Microsoft Copilot and AI-enabled support tools.
Conference room AV and collaboration technology (Teams Rooms, Zoom Rooms).

Responsibilities

Supervise, coach, and develop a team of Client Systems Engineers providing deskside support across corporate office locations.
Oversee delivery of VIP/Executive white-glove support, ensuring professionalism, discretion, and rapid resolution of all executive technology needs.
Manage daily team operations including ticket queue management, workload balancing, shift scheduling, and on-call rotation coverage.
Conduct regular one-on-ones, performance reviews, and career development conversations; identify training needs and growth opportunities for team members.
Serve as the escalation point for complex technical issues involving applications, hardware, access, databases, mobile devices, and peripherals in an enterprise environment.
Drive adoption of AI-enabled support tools and workflows to improve first-contact resolution rates, reduce mean time to resolution, and enable proactive issue detection.
Participates in relevant SAFe ceremonies (PI Planning, Iteration Planning, Inspect & Adapt) to ensure visibility, accountability, and continuous improvement of support services.
Manage small-to-medium projects such as hardware deployments, technology refreshes, office buildouts, and remediation efforts.
Coordinate with peer managers, infrastructure teams, and vendors to resolve cross-functional issues and align enterprise IT initiatives.
Monitor team metrics and KPIs; produce regular reports on support volume, SLA compliance, customer satisfaction, and team performance.
Enforce data integrity, security, and compliance with corporate policies and IT best practices across the deskside support function.