Endpoint Services Supervisor

Description

The Endpoint Services Supervisor is responsible for ensuring that the Service Desk team has the necessary resources and guidance to deliver exceptional support to radiologists, employees, and clients. This includes identifying team strengths and areas for improvement, and offering actionable recommendations to enhance efficiency, minimize errors, and increase stakeholder satisfaction. 

In addition to managing the team, the supervisor must be a highly skilled technician capable of investigating and resolving Level 3 support tickets. This technical proficiency also extends to designing and implementing workstation standards and solutions tailored to the specific needs of various departments. 

The supervisor is also responsible for conducting post-incident reviews to assess whether issues require a broader, organization-wide response. Additionally, the role involves providing after-hours on-call support for second and third-shift Service Desk Analysts and maintaining the on-call rotation schedule. 

Another key responsibility is determining the appropriate workstation standards for each department and ensuring there is an adequate supply of equipment to meet both current and future operational needs. 

This position is office-based, with a standard schedule of Monday to Friday, 8am to 5pm. It also includes participation in a 24/7 on-call rotation and offers the possibility of a hybrid work arrangement. 

Job Functions 

• Lead, mentor, and guide Service Desk Analysts, ensuring they receive appropriate training and development to excel in their roles 

• Monitor and assess the performance and progress of direct reports, providing regular feedback and coaching to foster improvement 

• Act as the primary escalation point for all Service Desk Analysts, offering after-hours support as needed 

• Ensure sufficient coverage and efficient management of incident tickets, distributing workloads evenly to meet service level objectives 

• Conduct thorough analyses of incidents, develop scalable solutions, and implement preventive measures to avoid future occurrences 

• Contribute to the organization’s knowledge base by reviewing lessons learned and sharing key insights with the team 

• Identify opportunities for automation and process improvements to enhance the efficiency and effectiveness of endpoint services 

• Oversee the inventory and asset management process, proactively anticipating equipment needs based on organizational growth and trends 

• Manage the provisioning, maintenance, and troubleshooting of telecom services via Teams Voice, ensuring seamless communication support 

• Stay current with the latest endpoint management tools and techniques, applying this knowledge to improve service delivery 

• Maintain a customer-focused approach, ensuring all interactions with radiologists, clients, and employees are handled professionally and with excellent service 

• Foster a collaborative and positive team environment, encouraging a customer-first mindset among team members 

Preferred Talents 

• Extensive experience in endpoint management, including the deployment, configuration, and maintenance of desktops, laptops, mobile devices, and related peripherals 

• Proven track record in supervising and mentoring IT support staff, managing team performance, and handling escalations effectively 

• Experience leading or contributing to IT projects, particularly those related to endpoint services (e.g., device rollouts, software updates) 

• Demonstrated ability to streamline processes, improve efficiency, and implement best practices within IT support teams 

• Familiarity with IT service management (ITSM) frameworks like ITIL, with experience in incident, problem, and change management 

• Experience managing vendor relationships, including evaluating products, negotiating contracts, and ensuring adherence to SLAs 

Qualifications Preferred 

• 7-10 years of experience in IT required 

• 3-5 years in a supervisory or leadership role overseeing direct reports 

• Professional or architect-level certifications are strongly preferred (CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, Apple Certified Support Professional, etc.) 

• Experience with PowerShell 

• Deep knowledge of Windows 11 and MacOS 

• Working knowledge of desktops, IP phones, servers, networking, storage, and cloud computing 

Benefits Package  

• Medical insurance: PPO, HDHP  

• Health Savings Account  

• Dental  

• Vision  

• Basic Life and AD&D- company paid  

• Voluntary Short-term disability  

• Voluntary Long-term disability  

• Voluntary Life and AD&D  

• Voluntary Critical Illness and Accident  

• 401K and Profit sharing  

• Paid Time Off 

Qualifications