{"id":1495773,"url":"https://alion.io/job/about-desktop-support-supervisor","title":"Desktop Support Supervisor","company":{"id":1952001,"name":"About","domain":"rumcsi.org","url":"https://alion.io/company/rumcsi","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":69,"open_postings":50,"ghost_share":0.52,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-07-01T00:00:00Z","employer_posted_date":"2026-07-01","last_verified_at":"2026-10-04T02:13:06Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":94},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nWe're committed to bringing passion and customer focus to the business.\nDay Shift - 7.5 Hours (United States of America)Key Responsibilities\nService Desk & Desktop Operations\nOversee day-to-day desktop support operations, including hardware, software, and peripheral support across all hospital locations.\nEnsure timely response, resolution, and escalation of Help Desk tickets in accordance with SLAs.\nMonitor ticket queues, backlog, and technician productivity to maintain service quality.\nManage on-site and remote technical support for desktops, laptops, printers, mobile devices, and clinical workstations.\nCoordinate 24/7 support coverage, including on-call rotation and weekend support as required in a healthcare setting.\nTeam Leadership & Staff Development\nSupervise, mentor, and evaluate Desktop Support Technicians and senior desktop staff.\nAssign workload and prioritize tasks based on business impact and clinical urgency.\nSupport staff development, certification tracking (e.g., CompTIA A+, ITIL), and performance improvement plans.\nConduct regular team meetings, performance reviews, and coaching sessions.\nEndpoint Management & Technical Oversight\nOversee deployment, imaging, and lifecycle management of desktops and laptops.\nEnsure standardized device configurations (e.g., Dell devices, Microsoft Surface) are maintained across the enterprise.\nManage software installations, patching, updates, and endpoint security compliance.\nCoordinate troubleshooting of complex hardware/software issues and escalation to infrastructure or security teams when needed.\nAsset & Inventory Management\nMaintain accurate inventory of all endpoint devices and peripherals.\nOversee procurement, asset tagging, and lifecycle replacement programs (e.g., desktop refresh initiatives).\nEnsure proper documentation of systems, configurations, and asset ownership.\nProcess Improvement & IT Governance\nDevelop and enforce desktop support procedures, standards, and documentation.\nIdentify opportunities to improve service efficiency, reduce manual ticket intake, and automate support processes.\nEnsure compliance with IT governance, cybersecurity policies, and healthcare regulatory requirements (HIPAA, NY DOH).\nParticipate in change management processes and CAB reviews for endpoint changes.\nStakeholder Communication & Customer Service\nServe as the escalation point for high-impact technical issues affecting clinical and administrative operations.\nMaintain strong relationships with clinical staff, department leaders, and executive stakeholders.\nProvide regular reporting on SLA performance, ticket trends, and service improvements.\nEnsure a high level of customer satisfaction and responsiveness across all support interactions.\nProject Support & Implementation\nLead or support desktop-related IT projects (e.g., device upgrades, Windows migrations, clinic expansions).\nCoordinate with application, network, and cybersecurity teams to support system rollouts.\nAssist in EHR-related upgrades and hardware readiness initiatives tied to major platforms (e.g., Meditech/Epic).\nRequired Qualifications\nBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\n5+ years of desktop support experience, with at least 2 years in a supervisory or lead role.\nStrong experience supporting Windows OS, Microsoft 365/O365, and enterprise endpoint environments.\nProven experience managing ticketing systems and SLA-driven support models.\nExcellent troubleshooting, analytical, and problem-solving skills.\nStrong communication and leadership abilities in a fast-paced healthcare environment.\nPreferred Qualifications\nExperience in a hospital or healthcare IT environment.\nITIL certification or familiarity with IT service management frameworks.\nCompTIA A+, Microsoft certifications, or equivalent.\nExperience with endpoint management tools (e.g., SCCM, Intune, or equivalent).\nExperience supporting multi-site or 24/7 operations environments.\nKey Competencies\nService delivery leadership and SLA management\nTeam leadership and workforce development\nStrong customer service orientation\nOperational efficiency and process improvement\nCompliance and risk awareness (HIPAA, audit readiness)\nAbility to prioritize critical clinical-impact issues\nWorking Conditions\nHospital and clinical environment supporting 24/7 operations\nRequires occasional off-hours, weekend, and on-call coverage\nTravel between RUMC and affiliated sites may be required\nSalary Range : $85,000 - $95,000\nEmployment 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.\nIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!","description_format":"text","description_chars":5287,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Higher Education","Hospitals & Health Systems"],"lifecycle":[{"event":"open","at":"2026-09-30T02:08:44Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.3,"p_room":0.28,"age_days":94,"expected_fill_days":30,"reasons":["conf:9","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-03T05:45:00Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":false},"html_url":"https://alion.io/job/about-desktop-support-supervisor","json_url":"https://alion.io/job/about-desktop-support-supervisor.json","meta":{"generated_at":"2026-10-04T02:15:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3113,"day_limit":5000,"remaining_today":1887,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}