26 days old

Desktop Support Supervisor / Incident Management / Problem Management

Bridgewater, NJ 08807
  • Job Code
  • Payrate
    $70,000 To $80,000


The Desktop supervisor will act as the escalation point for other support staff and is responsible for ensuring all incidents and problems are resolved in a timely manner. The Desktop Support supervisor will act as the primary support contact for company C level executives and VPs. He/She will also be responsible for workstation and device management and participate in technology projects from an IT desktop perspective. Reports to IT Manager.


- Coordinates and ensures that quality customer service is provided to staff, management and employees of the organization.

- Acts as lead technician and escalation point for problem resolution, providing guidance to junior members of the team.

- Provides input to the manager for continuous improvement in: process, technology and personnel.

- Supports manager with oversight of ticket resolution and manage aging tickets in team queue.

- Serves as backup to manager as needed. Lead and/or attend meetings in managers absence and provide status updates

- Identifying trends that negatively impact performance of hardware/software and performs quality assurance checkpoints.

- Managing assigned projects which include gathering required resources, location walkthroughs, creating rollout plans, researching technology, setting timelines.

- Provide white glove service to C level executives.

- Performs onsite analysis, diagnosis, and resolution of desktop, server, network, A/V, printers and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed.

- Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels.

- Maintains good working relationship with all customers. Trains end-users as required.

- Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips.

- Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company's desktop computing and network environment.

- Administers and resolves issues with associated end-user workstation networking software products.

- Documents IT related procedures and processes to improve overall team knowledge.

- Works independently and with the team to develop solutions and manage multiple tasks.

- Serves as a liaison with third-party vendors.

- Receives and responds to incoming calls, pages, and/or e-mails regarding end-user hardware or software problems promptly. Contacts the customer promptly with status.

- Documents all actions related to calls or projects.

- Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

- Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

- Properly handles all equipment and tools, storing as required upon completion of work.

- Assist Network, Telco, Storage, and Server teams as necessary.

- Be available for weekend and after hours support when needed.


- BS Degree in Information Systems, Computer Science or related experience

- 7+ years of work experience in IT

- A+ Certification and Microsoft Certified Professional or other industry certifications preferred

- Ability to establish and maintain a professional relationship with team members and department contacts.

- Ability to cooperate with team members to meet goals or complete tasks.

- Ability to treat all internal/external customers and team members with dignity/respect.

- Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software.

- Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer.

- Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus.

- Ability to train and guide lesser-experienced individuals.

- Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others.

- Demonstrates ability to produce detailed incident resolution for a technical audience, and produce clear written communications for a non-technical audience.

- Shows attention to detail.

- Uses critical thinking and problem solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level.

- Works independently and as a positive contributing member of a team.

- Learns new systems and hardware, as implemented.

- Follows instructions and procedures.

- Customer service focused

- Ability to multi-task in a fast-paced environment


  • Information Technology

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Desktop Support Supervisor / Incident Management / Problem Management

Randstad Technologies
Bridgewater, NJ 08807

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Desktop Support Supervisor / Incident Management / Problem Management

Randstad Technologies
Bridgewater, NJ

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