Supervisor, Desktop Operations

We are currently seeking a Supervisor of Desktop Operations, that will lead & mentor a team of support personnel that fosters a collaborative and results driven environment which provides IT Service Desk support to both Holyoke & Windsor campuses. The team must provide technical support for desktop-related problem areas all with a timely, professional, courteous and accurate manner. In this role, you will ensure the stability, integrity, and efficient operation of the in-house desktop computing and audio/visual environments. As needed, you will continue to assist with installation, diagnosis repairs/maintenance of corporate PC hardware, software and peripherals.

You will oversee/assist with corporate migrations, deployments, upgrade efforts, desktop application life-cycle tasks, including software packaging, software and operating system scripting/automation, including desktop compliance and audit responsibilities. You will also contribute to the standardization of the PC lifecycle provisioning practices, application life-cycle practices, application packaging and deployment practices and aim to reduce application management costs and overhead. In addition, you ll serve as a technical & supervisory resource for the Audio Visual / Meeting Support function including internal & external meeting AV support, upgrades, adoption, etc.

What we offer you:

• Hybrid work schedule with 2 days/week onsite
• Relocation Assistance

• Base salary plus performance bonus program, professional development and tuition reimbursement, enhanced 401k and financial planning, wellness programs with onsite gym, onsite caf with free coffee, flexible work hours, access to business networks & more, all in a stable and supportive work environment!

How you will make an impact:

• Ensure end users are provided efficient, timely and world-class customer support
• Consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the areas of accountabilities within the team (Helpdesk, Desktop, Telephony, Collaboration, etc.)
• Collaborate with the Supervisor of IT Operations and other internal groups to ensure harmony between teams
• Monitors ticket queues and isolate problem trends
• Coordinate training as needed
• Accurately communicates pertinent information from management and project efforts
• Adopt, develop and implement quality improvement programs
• Outreach to technology users across the organization to listen to issues, concerns, customer satisfaction, project impacts, etc.
• Maintains competency and enhances professional growth and development through continuing education
• Demonstrate management and decision-making skills while keeping IT policies, processes and procedures at the forefront.

What you need to be successful in this role:

• Bachelor s degree IT, Engineering, Computer Science, Information Systems, or other relevant area. Additional years of experience may be considered in lieu of a degree.
• 5+ years support services experience in a Network Operations Center, IT Help Desk, or Desktop Support position, preferably in a supervisory/lead role
• Technical expertise regarding Windows and Apple-based endpoints, peripherals, and general end user computing issues
• Possesses strong verbal and written communication skills, including the ability to conduct presentations and to effectively relay information to all levels of the organization.
• Possesses strong organization and time management skills and has the ability to multi-task and prioritize workload in a high-pressure environment.
• Knowledge of Windows and Apple desktop applications across; operating systems such as Windows 10/11, MacOS, iPadOS, iOS
• Knowledge and demonstrated expertise with the management and support of Microsoft Office/Office 365, and common productivity & collaboration applications.
• Creating and maintaining user self-help documentation, technical documentation, and procedural documentation.