Supervisor IT Client Support

Boardwalk Pipelines, LP Human Resources•Houston, TX

13h•Onsite

About The Position

The job purpose is to provide level 2 end user support and to support the workstation lifecycle management process. In addition to answering questions or resolving technology issues for clients, responsibilities will include troubleshooting of minor computer problems; support concerning the use of mobile devices and resolution of client computer hardware and software needs, printing support, etc. Job role is required to participate in 24x7 On-Call rotation. This role also serves as the day‑to‑day Lead for the Desktop Support team, providing guidance, workload coordination, escalation management, and quality oversight. The Lead ensures technicians follow standard procedures, meet SLA expectations, and deliver consistent, high‑quality end‑user support while partnering with the Manager to drive operational improvements.

Requirements

5+ years minimum in-depth, hands-on support role on IT Workstation or customer support environment
3 years minimum technical knowledge of hardware lifecycle management and software deployment
1–2 years of experience in a Lead, Senior Technician, or Team‑Coordinator role.
Demonstrated ability to mentor junior team members and lead by example.
Experience managing ticket queues and ensuring SLA adherence.
Strong organizational and prioritization skills in a fast‑paced support environment.
Ability to handle escalations professionally and de‑escalate high‑priority situations.
Experience contributing to or maintaining Standard Operating Procedures and knowledge articles.
Ability to analyze team performance metrics and identify improvement opportunities.
Advanced knowledge of help desk software, database connectivity and remote-control tools
Strong customer service orientation and communication skills
Advanced computer technology troubleshooting and multi-tasking skills
Advanced troubleshooting and root cause analysis skills
Experience with incident tracking software
Experience in working with PC desktops and laptops
Experience with PC image deployment tools and processes
Ensure workstations are patched and client software updated
Level 1 A/V support for conference rooms
Experience scripting and automating software deployment processes to all workstation computer assets
Ability to maintain the confidentiality of sensitive information
Occasionally lift and/or move up to 50 pounds

Nice To Haves

Advanced experience supporting latest versions of Windows Client OS and M365
Experience with Freshervice Incident management
Experience providing Mobile device support of iPhones, iPads and Mac’s
Advanced experience with PC image deployment tools and processes
Advanced Mobile device support skills of iPhones and iPads
Knowledge of Microsoft Endpoint Management (Intune)
Advanced knowledge of Microsoft Active Directory\Azure and group policy deployments
Advanced knowledge of SCCM
Prior experience supervising a Desktop Support, Service Desk, or Field Support team.
Experience assisting with performance coaching, interviewing, or peer reviews.
Experience coordinating large refresh cycles or enterprise wide deployments.

Responsibilities

Provide level 1 support for Service Desk line during peak call periods
Help Workstation and Service Desk team members with support.
Provide technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met
Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool
Provide remote support
Provide "how to" assistance with all internally supported devices, applications and systems
Consistently adheres to defined Standard Operating Procedures (SOP)
Records and tracks customer incidents, calls and service requests through to completion in a timely manner
Acquires and maintains knowledge for supported products and support policies
Proactively research and stay abreast of new technology including but not limited to: Microsoft Windows, Office, remote connectivity products, workstation and mobile devices
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
Participate in 24x7 On-Call rotation and adheres to Service Level Agreements (SLA)
Act as the primary escalation point for complex workstation, desktop, and mobile device issues.
Provide daily work direction to Desktop Support team members.
Monitor ticket queues and assign work to ensure balanced workloads and timely resolution.
Oversee onboarding and training of new team members.
Review ticket quality, documentation, and adherence to SOPs.
Assist Manager in scheduling coverage, including PTO, on‑call rotation, and after‑hours support needs.
Track team performance metrics and provide regular updates to leadership.
Identify trends and systemic issues; recommend improvements to processes, tools, and workflows.
Assist in managing hardware/software lifecycle planning and deployments.
Support audit activities, asset accountability, and compliance controls.
Serve as liaison between IT leadership, vendors, and internal teams for escalated technical issues.
Participate in cross‑team projects and represent the Desktop Support function in meetings.
Deliver coaching and constructive feedback to team members and support continuous improvement.