Supervisor Desktop/End User Support

Profile

Description

The Supervisor, Desktop/End User Support maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Supervisor, Desktop/End User Support works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Responsibilities

The Supervisor, Desktop/End User Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.

Required Qualifications


4 or more years experience as a Desktop Support
Aruba System experience
2 years in a Lead or Supervisor capacity for Desktop Support
Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams
Experienced responding to escalated telephone, email and on line requests for technical support
Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.
Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Bachelor's Degree in a Technical Field
Desktop Support related Certifications


Additional Information

Scheduled Weekly Hours

40

Company info

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