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Desktop Systems Supervisor

Company: Glidewell Dental
Location: Irvine
Posted on: August 3, 2022

Job Description:

Essential Functions:

  • Supervise global desktop support team; oversees daily operation of desktop support analysts and coordinators.
  • Ensures team's performance and success at all locations (Campus, Remotes, Crown World).
  • Provides technical software/hardware, phone, and desktop support to employees with high degree of customer service and technical expertise.
  • Supervises desktop support team in all aspects of work; includes schedules (maintains proper service time coverage), team and individual performance, assignments, and employee issues.
  • Ensures hardware lease returns and refresh quarterly.
  • Documents hardware movements using ServiceDesk Plus.
  • Populates scorecards monthly; attends recurring meetings with employees to provide feedback.
  • Collaborates with SCCM team to progress towards industry best practices by automating software deployments, zero touch installation (ZTI), patching, application packages, and collections in System Center Configuration Manager.
  • Ensures all desktop software are up-to-date with patches to meet or exceed compliance and/or industry standards.
  • Coordinates and manages projects with other IT support personnel; includes Apps Support, ITSupport, Scrum Support, Systems, and Developers.
  • Monitors ServiceDesk Plus ticket queue for desktop support to ensure problems are handled efficiently and effectively; escalates tickets to other teams and documents all troubleshooting steps and pertinent information.
  • Provides management reports on desktop support operations and issues.
  • Advises and trains desktop support analysts on operational procedures and troubleshooting techniques.
  • Updates and communicates equipment replacement and software change schedule.
  • Assists with daily IT Technical Support functions where needed.
  • Coordinates activities by scheduling project oriented assignments and setting priorities.
  • Oversees assignments and status of ITSM tickets; ensures ticket resolution notes and best practices are completed by ticket owner.
  • Manages and communicates stock requests for IT hardware, software, and consumables.
  • Provides updates to IT Manager regarding pending tasks and projects; maintains records, prepares reports, and composes correspondence relative to the work.
  • Creates long term tasks and projects in ITSM; reviews ITSM reports and projects on a weekly basis
  • Performs other related duties and projects as business needs require at direction of management.Eductaion and Experience:
    • High school diploma or equivalent.
    • Minimim three (3) years experience in a supervisory capacity required.
    • Minimum twelve (8) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
    • Must have previous experience supporting enterprise applications.
    • Formal education in Information Technology, a plus.

Keywords: Glidewell Dental, Irvine , Desktop Systems Supervisor, Other , Irvine, California

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