IT Support Operations Supervisor (onsite) at Roth Staffing Companies in Oak Brook, Illinois

Job Description:

The Supervisor of Onsite Desktop Support oversees the day-to-day operations of the desktop support team, ensuring prompt and efficient resolution of hardware, software, and network issues. This role involves leading a team of support technicians, providing onsite technical assistance, and implementing best practices to enhance user experience and system reliability.

Duties And Responsibilities
1. Team Leadership:
* Supervise and mentor onsite desktop support technicians.
* Conduct regular team meetings and performance reviews.
* Provide ongoing training and development for team members.
* Ensure adherence to company policies and procedures.
2. Technical Support:
* Provide hands-on, onsite technical support for desktops, laptops, printers, and peripherals.
* Troubleshoot and resolve hardware and software issues, including operating systems and applications.
* Ensure timely resolution of support tickets and effective communication with end-users.
3. Incident and Problem Management:
* Manage and resolve technical incidents and problems.
* Escalate issues to higher-level support or vendors as needed.
* Maintain accurate records of incidents, changes, and service requests.
* Analyze recurring issues and implement preventive solutions.
4. System Maintenance and Setup:
* Oversee setup, configuration, and deployment of new desktops, laptops, and peripherals.
* Ensure proper maintenance and updates of desktop systems.
* Manage inventory of IT assets and ensure proper documentation.
5. Operational Efficiency:
* Develop and implement desktop support policies and procedures.
* Identify and implement process improvements to enhance support operations.
* Monitor and report on key performance indicators (KPIs) for the desktop support team.
6. User Training and Support:
* Provide training and support to end-users on IT-related topics and best practices.
* Create and maintain user guides, FAQs, and other support documentation.
* Conduct regular user satisfaction surveys and take action based on feedback.
7. Security and Compliance:
* Implement and enforce IT security policies to protect company data and systems.
* Ensure compliance with data protection regulations and company policies.
* Conduct regular security audits and vulnerability assessments on desktop systems.
8. Vendor Coordination:
* Coordinate with external vendors for support, repairs, and procurement of desktop hardware and software.
* Evaluate vendor performance and manage vendor relationships.
9. Office 365 Collaboration Tools:
* Support and manage Office 365 applications including Outlook, Teams, SharePoint, and OneDrive.
* Provide training and support for end-users on Office 365 collaboration tools.
* Troubleshoot and resolve issues related to Office 365 applications.
10. Intune Management:
* Manage and support Microsoft Intune for device management and security.
* Configure and deploy policies, applications, and updates using Intune.
* Provide training and support for end-users on Intune-related topics.
11. Network Support:
* Assist with network troubleshooting and support, including TCP/IP, DNS, DHCP, and VPN.
* Coordinate with network administrators to ensure seamless connectivity for end-users.
* Conduct regular network performance assessments and report findings.

Required Qualifications:
* Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
* 3+ years of experience in desktop support or a similar role.
* At least 1 year in a supervisory or leadership position.
* Strong technical knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
* Excellent troubleshooting and problem-solving skills.
* Familiari