Desktop Team Supervisor

Description

We are looking for an experienced Desktop Team Supervisor to lead daily support operations and provide advanced technical guidance for end users in Ossining, New York. This role combines hands-on troubleshooting with team leadership, ensuring reliable desktop services across office and remote environments. The ideal candidate brings strong experience with Microsoft technologies, endpoint management, and service desk coordination while fostering the growth of support staff.

Responsibilities:

Lead the desktop support team by assigning work, guiding technicians through complex issues, and promoting consistent service standards.

Act as the senior escalation resource for unresolved hardware, software, access, and connectivity problems affecting onsite and remote users.

Oversee support for Windows and macOS devices, helping team members strengthen their technical capabilities through coaching and mentorship.

Manage desktop-related initiatives and coordinate tasks within the team's area of responsibility to ensure timely completion.

Deliver user support for computers, applications, and peripherals across office locations, remote sites, and home-based work settings.

Administer and support core technologies such as Microsoft 365, Intune, Active Directory, Entra ID, Azure, and network access tools including VPN connectivity.

Investigate and resolve endpoint and application issues, including malware concerns, disk-related failures, file recovery needs, and encryption-related problems.

Maintain accurate ticket and incident records, document resolutions clearly, and ensure security-related issues are tracked and addressed appropriately.

Coordinate with infrastructure, security, development, and external technology partners to resolve issues and improve support operations.

Monitor equipment assignment records in the inventory system and provide clear status updates, recurring issue trends, and resolution information to leadership.

Requirements

Associate's degree in Information Technology, or a comparable combination of education and relevant work experience.
CompTIA A+ certification is required.
At least five years of hands-on help desk or desktop support experience.
Minimum of two years in a supervisory or team leadership capacity.
Strong working knowledge of Windows and Apple desktop environments.
Proven experience supporting Microsoft 365, Microsoft Intune, Active Directory, Microsoft Entra ID, and Azure.
Familiarity with service desk processes, ticket management, and ITSM practices.
Ability to evaluate staff performance, support employee development, and communicate effectively across technical teams.

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