IT Supervisor

Job Summary:

The Desktop Support Supervisor is responsible for overseeing a team of desktop support technicians, ensuring the efficient and effective delivery of technical support services to end-users. This role involves managing day-to-day operations, routinely providing Desktop Support assistance to Labcorp employees, troubleshooting escalated issues, implementing support procedures, and ensuring high levels of customer satisfaction. The supervisor will also coordinate with other IT departments to support infrastructure and software initiatives.

Report To:

IT Manager

Duties and Responsibilities

• Supervise and lead a team of desktop support technicians.
• Provide advanced technical support for hardware, software, and network issues.
• Assign and monitor daily support tasks and ensure timely resolution of incidents and service requests.
• Ensure adherence to IT support policies, standards, and service-level agreements (SLAs).
• Develop and maintain documentation for support procedures and troubleshooting guides.
• Train and mentor support staff to improve technical skills and customer service.
• Handle escalated technical issues and work closely with other IT teams for resolution.
• Conduct regular performance evaluations and provide feedback to team members.
• Manage asset inventory and oversee deployment, maintenance, and retirement of IT equipment.
• Assist with IT projects and coordinate desktop support tasks as needed.
• Monitor metrics and generate reports on team performance and user satisfaction.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in desktop or technical support roles.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, Active Directory, and remote support tools.
• Experience with ITSM tools such as ServiceNow
• Knowledge of best practices for incident and request management
• This position is onsite five days a week. This is not a remote or hybrid position.

• 1+ years in a supervisory or team lead position preferred.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., MCSA) are a plus.
• Previous experience in Healthcare IT environment.

• Excellent verbal and written communication skills with an ability to interact effectively with non-technical users. skills.
• Ability to prioritize tasks and manage time effectively.
• Strong technical troubleshooting skills with the ability to resolve complex hardware and software skills.