Tier II Desktop Supervisor

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