Supervisor IT Desktop Services

JOB INFORMATION

• Job Title: Supervisor of Product Management
• Job Code: 129366
• Job Grade: 59

JOB SUMMARY

The Supervisor IT Desktop Services is responsible for the supervision and direction of desktop operations and field personnel that provide Tier 2 support of end-user devices, applications, and workplace technology. Areas of focus may include day-to-day execution, monitoring/measurement, adoption/enforcement, and continual improvement opportunities. Coordinates and supervises execution of all associated projects. Administrative responsibilities include organizational planning, budgeting, coordination & communications, performance management, mentoring, safety, and training. The Supervisor owns the strategy, operational performance, security, supportability, and lifecycle management of enterprise endpoint services while ensuring alignment with business objectives, customer experience expectations, and technology standards.

LEVEL OF RESPONSIBILITY

• Supervises daily activities of team. Sets priorities to accomplish task or process completion. Decisions guided by policies, procedures and business plan. Typically does not perform same work as subordinates.

ESSENTIAL FUNCTIONS

• Responsible for the supervision of Desktop personnel and contractors. Conducts performance management activities, including coaching, mentoring, career development.
• Manages client relationships, and execution of projects to ensure timely and on budget completion. Ensures completion of work in line with enterprise goals and strategy.
• Works closely with logistics ensuring enterprise needs are met. Reviews process relationships to identify opportunities for automation, optimization, and value stream improvements.
• Understands organizational processes in order to route off-track activities to the correct process and in order to contribute to improvement of process interactions one-on-one with business partners.
• Provides cross-process leadership, strategy, and expertise. Ensures effective Tier 2 support which includes diagnostics and repair, troubleshooting to include root cause analysis, installation, configuration of all applications, hardware and equipment.
• Leads business discussions with organizational management based on metrics and insights derived from analytics to ensure performance to standards. Defines and maintains process artifacts such as calendars, schedules, plans, training, and documentation.
• Reports and reviews metrics across processes to ensure CSFs, KPIs, and other operational metrics are in alignment and on target.
• Leads process management mechanisms such as approval boards and after-action reviews. Performs process manager activities as defined in the process such as approvals and expedited process actions.
• Reviews and maintains processes including, but not limited to: Change Enablement, Knowledge Management, Problem Management, Major Incident Management, Configuration Management, Service Catalog & Service Requests, Event Management, Release & Deployment Management, and Incident Management.
• Ensures a customer-centric culture focused on exceptional end-user experience and continuous service improvement. Ensures team compliance with enterprise policies, standards, procedures, and safety requirements.
• Owns operational delivery of desktop and endpoint services, ensuring service levels, response times, and customer satisfaction targets are consistently met. Leads major incident response activities impacting end-user computing services and coordinates resolution efforts across support teams.
• Oversees desktop support queue management, escalation processes, and workload balancing. Develops and maintains operational runbooks, support procedures, knowledge articles, and technical documentation.
• All other duties as assigned.

REQUIREMENTS

• Bachelors Degree in MIS or other related fields and 6 years' experience in portfolio management, IT solution design and delivery capacities. Or
• High School Diploma/GED and 8 years' experience in portfolio management, IT solution design and delivery capacities.

WORKING CONDITIONS

• May be required to work in a remote, virtual environment.
• Some travel required.
• May work outside normal work week schedule.
• Office environment.

PHYSICAL DEMANDS - LIFTING AND OTHER WEIGHT REQMTS

General Requirements

• Rarely:Pushing
• Rarely:Pulling
• Rarely:Climbing
• Rarely:Balancing
• Rarely:Stooping
• Rarely:Kneeling
• Rarely:Crouching
• Rarely:Crawling
• Rarely:Reaching
• Rarely:Handling
• Rarely:Grasping
• Rarely:Feeling
• Rarely:Eye/Hand/Foot Coordination
• Rarely:Repetitive Motions
• Occasionally:Standing
• Occasionally:Walking
• Frequently:Sitting
• Frequently:Talking
• Constantly:Hearing

SPECIAL SAFETY REQUIREMENTS

• Member will not be required to drive in order to perform their job duties.
• Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

• Ability to supervise and develop team members. Detail-oriented with strong planning skills.
• Excellent planning, organizational and time management skills.
• Expertise in identifying current state and assessing for efficiency or quality improvements.
• Expertise in process management including design, day-to-day execution, governance, and continual improvement of IT processes.
• Expertise in using and/or configuring Service Management Tools (preferably ServiceNow). Experience with ITIL principles and practices.
• Experience developing advanced reporting capabilities for IT processes including CSFs, KPIs, and other operational/performance metrics.
• Excellent written and oral communication skills in both a formal and informal setting.
• Strong metrics and analytics skills, as well as problem solving and organizational skills.
• Strong leadership and facilitation skills. Ability to manage multiple responsibilities, priorities and tasks simultaneously.
• Strong problem solving and organizational skills. Ability to solve complex problems and develop solutions.
• Ability to take action in a self-directed manner to identify and resolve issues. Ability to function in a customer oriented, team based environment.

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

• Pre-Employment Drug Screen

SALARY RANGE

$105,872 - $141,149