# Tier II Desktop Supervisor **Company**: GDIT **Location**: Washington **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Salary**: $88,400 - $119,600 **Category**: IT **Industry**: Technology **Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Tier-II-Desktop-Supervisor_RQ230821?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_b387ce10-d99 ## Description We are seeking a Tier II Desktop Supervisor to lead day-to-day Tier 2 service desk operations and coordinate work assignments for desktop support technicians and technical support specialists. The successful candidate will serve as a technical and operational escalation point for Tier 1, Tier 2, customers, project teams, and other IT stakeholders. Responsibilities: - Lead day-to-day Tier 2 service desk operations and coordinate work assignments for desktop support technicians and technical support specialists. - Monitor ServiceNow incidents, requests, and tasks; validate assignment, ownership, work notes, customer communication, resolution, and closure. - Serve as a technical and operational escalation point for Tier 1, Tier 2, customers, project teams, and other IT stakeholders. - Provide hands-on support for Windows laptops, desktops, monitors, printers, iPhones, iPads, peripherals, and related end-user technologies. - Prepare, configure, image, reimage, test, deploy, replace, recover, relocate, and troubleshoot end-user devices. - Administer hardware asset records in ServiceNow and the CMDB, including asset categories, product models, assignment data, inventory status, and lifecycle updates. - Maintain accurate accountability for deployed, spare, damaged, returned, and end-of-life equipment; coordinate approved excess and disposal activities. - Coordinate equipment shipping, receiving, staging, distribution, and deployment reporting for headquarters, remote sites, and field events. - Plan and provide on-site support for orientations, deployments, relocations, and other operational events, including device readiness and user setup. - Coordinate enhanced support for executives, high-priority users, and time-sensitive business operations. - Diagnose hardware, software, connectivity, access, and configuration issues; communicate remediation plans and status updates to users and stakeholders. - Use remote support and endpoint management tools to assist users, deploy software, and support device configuration and maintenance. - Support meeting and conference technology, including audio/visual equipment, bridge lines, cameras, projectors, broadcasting, and recording capabilities when required. - Respond to facility or environmental events affecting IT equipment and coordinate stabilization, recovery, escalation, and follow-up actions. - Coordinate with infrastructure, cybersecurity, applications, identity, network, and vendor teams to resolve cross-functional issues and identify root causes. - Maintain and improve desktop support standard operating procedures, knowledge articles, checklists, training materials, and repeatable work processes. - Provide coaching, knowledge transfer, and technical guidance to support staff while reinforcing service quality, documentation, and customer service expectations. - Contribute to deployment planning, integrated testing, user acceptance testing, change activities, and continuous service improvement. - Provide concise operational updates, risks, dependencies, inventory information, and action status to IT management and project stakeholders. - Maintain professional customer communication and perform effectively under changing priorities, deadlines, and operational pressure. Requirements: - Ten years of progressive IT support experience involving endpoint configuration, imaging, deployment, hardware asset management, and troubleshooting. - Four or more years of experience leading or coordinating technical support personnel and service desk operations. - Demonstrated experience managing incidents and service requests in ServiceNow or a comparable IT service management platform. - Hands-on experience managing end-user hardware, software, mobile devices, peripherals, inventory, and lifecycle records. - Experience developing repeatable procedures, knowledge content, and service improvement practices. - Strong written and verbal communication skills, including the ability to provide clear customer updates and operational status reporting. - Strong organizational, prioritization, customer service, and interpersonal skills. - Ability to work independently and collaboratively in a complex enterprise environment and to support occasional travel or on-site deployment activities. Benefits: - Medical plan options, some with Health Savings Accounts - Dental plan options - Vision plan - 401(k) plan with company match - Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave - Short and long-term disability benefits - Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance ## Skills ### Required - Computer Support - End User Support - Microsoft Office - Standard Operating Procedure (SOP) - ServiceNow - Windows - Endpoint Management ### Nice to have - Microsoft 365 Certified: Endpoint Administrator Associate - CompTIA A+ - CompTIA Network+ - CompTIA Security+ - CompTIA Project+ - ITIL Foundation certification --- Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Tier-II-Desktop-Supervisor_RQ230821?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)