Desktop Support Team Supervisor

About the role

The Desktop Support Team Supervisor oversees both onsite and remote desktop support for end users across physical, virtual and mobile platforms. This role ensures that hardware, software and peripheral devices are installed, configured and maintained to meet business needs while coordinating with other support teams and third‑party vendors.

Key responsibilities

• Manage and oversee end‑user requests for hardware and software across supported clients.
• Coordinate technical computing problems and provide end‑user support for ticket resolution.
• Maintain and update assigned problem tickets, ensuring proper prioritisation based on urgency.
• Track, document, configure and maintain ticket sites and related assets.
• Assign special projects and work assignments to team members as needed.
• Contribute to desktop and laptop software evaluations, upgrades and deployments.
• Interface with third‑party vendors to resolve hardware or software issues.
• Provide oversight of team financial and operational activities.
• Supervise daily activities of the support team, set priorities and ensure task completion.

Required profile

• Typically 4+ years of relevant experience in desktop support or IT operations.
• Bachelor's degree or equivalent experience.
• Demonstrated ability to supervise and coordinate a technical support team.
• Strong organizational skills and ability to manage multiple tickets and projects.

Required skills

• Desktop support for Windows and macOS environments.
• Hardware troubleshooting and peripheral device support (printers, scanners).
• Software installation, configuration and upgrade.
• Ticketing system management and documentation.
• Experience working with virtual and mobile computing platforms.