Job Title: Supervisor, Desktop Support

Position Summary

The Desktop Support Supervisor is responsible for providing technical leadership and guidance to the desktop support staff as well as maintains in-house end-user computing devices, initiatives, and peripherals. Basic administration responsibility for Windows, MacOS, iOS, Office365, Active Directory, Network, Storage and other IT equipment is included in this role. Tasks include utilizing advanced management tools, generating reports, overseeing staff work, project management, vendor management, and creating standard processes and procedures for continual improvement of services.

Essential Duties & Responsibilities
• Lead, coach, and mentor a team of Desktop Support Technicians
• Manage, direct and coordinate support activities, including resolution times, incident management processes, and assignment of support duties and tasks
• Supervise resource allocations and staffing
• Manage employee goals and performance reviews
• Support established policies, procedures, standards, and quality control processes to assure responsive support capabilities
• Assist with the development, implementation, and administration of IT Support staff training procedures and policies
• Comply with all internal and external policies and procedures and constantly involved in the improvements of these policies and procedures
• Act as a further escalation point for unresolved or escalated requests
• Stay current with changing business priorities and re-align project work/resources as appropriate
• Ensure team takes ownership of user problems and be proactive when dealing with user issues
• Reduce incidents by analyzing incident trends and working with other departments to recommend solutions
• Ensure all requests are logged in ServiceNow
• Avoid unnecessary support delays by escalating matters to management, where appropriate

Knowledge & Skills
• Excellent communication ability
• Outstanding organizational and time-management skills
• In depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles
• Experience supporting Microsoft technologies, including Office 365 suite of applications
• Working knowledge of audio-visual equipment and conference configurations
• Experience with printer setup and support
• Experience leading a team of support personnel

Minimum Qualifications, Education & Experience
• Must be at least 18 years of age
• Must pass pre-employment drug screen and background check
• High school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
• 5+ years' experience working in a corporate environment supporting 3000+ users
• 3+ years' experience working in a senior support or leadership role
• Certifications or training in any of the following are preferred:
• Microsoft: OS, Active Directory, Support, Configuration Management, Azure
• HDI: Support Center or Desktop Support Manager
• Leadership
• ITIL Foundation
• CompTIA: A+, Network+, Security+

Work Environment
• This is largely a sedentary role.
• Work may be performed in a home office using standard office equipment
• While performing the duties of this job, the employee may be required to sit, stand and walk for long periods of time; depending on the needs of a customer
• Typically requires travel less than 5% of the time

Not Applicable

Primary Location

IN-TN-Chennai

Schedule

Full-time

Shift

Day Job

Travel

Yes, 5 % of the Time