Supervisor, Desktop Support

Municipal Credit Union•New York, NY

About The Position

The Desktop Supervisor is a senior-level technical and leadership role responsible for overseeing the support and maintenance of the organization’s computer systems, desktops, peripherals, and mobile devices. This role ensures optimal workstation performance and leads a team of desktop support professionals in delivering high-quality technical services. The Desktop Supervisor will also play a key role in strategic planning, process improvement, and cross-functional collaboration to enhance IT infrastructure reliability and user satisfaction.

Requirements

Minimum of 5 years of experience in desktop support or IT infrastructure roles.
Experience in a supervisory or team lead capacity.
Proficiency in Windows server environments.
Advanced knowledge of desktop hardware, software, peripherals, and mobile device support.
Experience with application deployment, upgrades, and support for third-party applications.
Strong understanding of patch management processes and tools.
Familiarity with business continuity planning and disaster recovery strategies.
Hands-on experience with network hardware, printing/scanning devices, and presentation equipment.
Ability to lead and mentor technical teams.
Strong organizational and time management skills.
Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
Experience in developing and enforcing support standards and documentation practices.
Demonstrated ability to analyze complex technical issues and implement effective solutions.
Commitment to delivering high-quality end-user support and service.
Experience with IT ticketing systems and incident management workflows.
Organized; sets priorities; meets deadlines
Excellent end-user service skills
General knowledge of computer terminology.
Excellent communication skills.

Nice To Haves

CompTIA A+, Network+, or Security+.
Microsoft Certified: Modern Desktop Administrator Associate.
ITIL Foundation Certification.

Responsibilities

Supervise and mentor desktop support staff, providing guidance, training, and performance evaluations.
Coordinate daily operations and ensure timely resolution of technical issues.
Establish and enforce support standards, documentation practices, and escalation procedures.
Oversee installation, diagnosis, repair, maintenance, and upgrades of hardware and equipment.
Provide advanced support for Windows and Citrix environments and third-party applications.
Server building and maintenance.
Workstation and server monthly patch management.
Business continuity planning and execution.
Collaborate with IT leadership to align desktop support strategies with organizational goals.
Recommend and implement system upgrades and process improvements.
Liaise with third-party vendors and support teams to resolve complex technical issues.
Ownership of escalated IT incidents and resolution strategies.
Problem analysis and implementation of permanent fixes.
Accurate documentation of support requests and resolutions.
On-site and remote diagnosis of complex desktop issues.
Installation, configuration, and monitoring of desktop and network hardware/software.
Collaboration with Technology team members to ensure efficient desktop operations.
Timely response to support calls and work orders.
Coordination with third-party support for unresolved technical issues.
Helpdesk support during staff shortages.
Clear and effective communication with technical and non-technical colleagues.
Recommendations for system upgrades and lifecycle planning.
Execution of duties consistent with the scope and intent of the position.
Perform related duties consistent with the scope and intent of the position.