Desktop Supervisor II

What you'll do

• Manage the full lifecycle of end-user hardware including laptops, mobile devices, and peripherals via ServiceNow.
• Track, assign, and resolve technical support tickets while ensuring timely communication with customers.
• Oversee the configuration, installation, and maintenance of desktop computers and related peripheral equipment.
• Provide specialized technical support for proprietary software, scientific applications, and audio/visual meeting technologies.
• Manage hardware relocation projects and maintain accurate inventory records for deployed and end-of-life devices.
• Perform system troubleshooting, root cause analysis, and participate in integrated system testing and certification.
• Develop and update standard operating procedures (SOPs), training manuals, and documentation for the support team.
• Provide guidance, mentoring, and knowledge transfer to junior technical support staff and specialists.

What we're looking for

• Must have 10 years of IT knowledge and experience in systems configuration, imaging, deployment, and troubleshooting.
• Must have 4 to 6+ years of experience leading or managing technical support technicians.
• Must possess a BI Full 6C (T4) public trust.
• Must hold an ITIL foundations certification or be able to obtain it within 3 months.
• Bachelor's degree in Business, Engineering, Computer Science, Information Systems, or Social Science.
• Experience managing end user support issues and developing repeatable processes for customer requests.
• Experience supporting end user hardware, software, and technologies.
• One or more of the following certifications are preferred: Microsoft 365 Modern Desktop Administrator, A+, Network+, Security+, or Project+.