Desktop Support Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Key Responsibilities

Service Desk & Desktop Operations

• Oversee day-to-day desktop support operations, including hardware, software, and peripheral support across all hospital locations.
• Ensure timely response, resolution, and escalation of Help Desk tickets in accordance with SLAs.
• Monitor ticket queues, backlog, and technician productivity to maintain service quality.
• Manage on-site and remote technical support for desktops, laptops, printers, mobile devices, and clinical workstations.
• Coordinate 24/7 support coverage, including on-call rotation and weekend support as required in a healthcare setting.

Team Leadership & Staff Development

• Supervise, mentor, and evaluate Desktop Support Technicians and senior desktop staff.
• Assign workload and prioritize tasks based on business impact and clinical urgency.
• Support staff development, certification tracking (e.g., CompTIA A+, ITIL), and performance improvement plans.
• Conduct regular team meetings, performance reviews, and coaching sessions.

Endpoint Management & Technical Oversight

• Oversee deployment, imaging, and lifecycle management of desktops and laptops.
• Ensure standardized device configurations (e.g., Dell devices, Microsoft Surface) are maintained across the enterprise.
• Manage software installations, patching, updates, and endpoint security compliance.
• Coordinate troubleshooting of complex hardware/software issues and escalation to infrastructure or security teams when needed.

Asset & Inventory Management

• Maintain accurate inventory of all endpoint devices and peripherals.
• Oversee procurement, asset tagging, and lifecycle replacement programs (e.g., desktop refresh initiatives).
• Ensure proper documentation of systems, configurations, and asset ownership.

Process Improvement & IT Governance

• Develop and enforce desktop support procedures, standards, and documentation.
• Identify opportunities to improve service efficiency, reduce manual ticket intake, and automate support processes.
• Ensure compliance with IT governance, cybersecurity policies, and healthcare regulatory requirements (HIPAA, NY DOH).
• Participate in change management processes and CAB reviews for endpoint changes.

Stakeholder Communication & Customer Service

• Serve as the escalation point for high-impact technical issues affecting clinical and administrative operations.
• Maintain strong relationships with clinical staff, department leaders, and executive stakeholders.
• Provide regular reporting on SLA performance, ticket trends, and service improvements.
• Ensure a high level of customer satisfaction and responsiveness across all support interactions.

Project Support & Implementation

• Lead or support desktop-related IT projects (e.g., device upgrades, Windows migrations, clinic expansions).
• Coordinate with application, network, and cybersecurity teams to support system rollouts.
• Assist in EHR-related upgrades and hardware readiness initiatives tied to major platforms (e.g., Meditech/Epic).

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of desktop support experience, with at least 2 years in a supervisory or lead role.
• Strong experience supporting Windows OS, Microsoft 365/O365, and enterprise endpoint environments.
• Proven experience managing ticketing systems and SLA-driven support models.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and leadership abilities in a fast-paced healthcare environment.

Preferred Qualifications

• Experience in a hospital or healthcare IT environment.
• ITIL certification or familiarity with IT service management frameworks.
• CompTIA A+, Microsoft certifications, or equivalent.
• Experience with endpoint management tools (e.g., SCCM, Intune, or equivalent).
• Experience supporting multi-site or 24/7 operations environments.

Key Competencies

• Service delivery leadership and SLA management
• Team leadership and workforce development
• Strong customer service orientation
• Operational efficiency and process improvement
• Compliance and risk awareness (HIPAA, audit readiness)
• Ability to prioritize critical clinical-impact issues

Working Conditions

• Hospital and clinical environment supporting 24/7 operations
• Requires occasional off-hours, weekend, and on-call coverage
• Travel between RUMC and affiliated sites may be required

Salary Range : $85,000 - $95,000

Employment Non-Discrimination: Richmond University Medical Center is committed to equality of opportunity in all aspects of employment and provides full and equal employment opportunities to all employees and potential employees without regard to race, color, national origin, religion, gender identity, sex, sexual orientation, pregnancy, childbirth and related medical conditions and needs including lactation accommodations, physical or mental disability, age, immigration or citizenship status, veteran or active military status, genetic information, or any other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!