The primary responsibility of the Endpoint Services Supervisor is to ensure that Service Desk team members have everything they need to provide excellent support to radiologists, employees, and clients. This involves identifying the strengths and areas for improvement within the team, allowing the supervisor to offer suggestions that enhance efficiency, reduce errors, and improve overall stakeholder satisfaction.
In addition to team management, the supervisor must be a highly experienced technician with the capability to conduct comprehensive investigations into Level 3 support tickets. This technical expertise extends to the design of workstation standards and solutions tailored to meet the specific needs of different departments.
The role also includes responsibility for post-incident investigations to determine if issues require a larger-scale response across the organization. Furthermore, the supervisor is tasked with providing after-hours on-call support for second and third-shift ServiceDesk Analysts, as well as maintaining the on-call rotation schedule. Participation in the organization’s 24x7x365 on-call rotation is also required.
Finally, the supervisor is responsible for determining the appropriate workstation standards for each department and ensuring that there is a sufficient supply of equipment to meet both current and future needs.
Job Functions
- Lead, mentor, and provide guidance to all Service Desk Analysts, ensuring they receive appropriate training and development opportunities.
- Monitor and assess the training progress and performance quality of direct reports, offering feedback and coaching as needed.
- Act as the primary escalation point for all Service Desk Analysts, providing after-hours support when necessary.
- Ensure adequate coverage and effective management of incident tickets, distributing workloads evenly to maintain service levels.
- Conduct in-depth analysis of incidents, coordinating scalable solutions, and ensuring the implementation of preventive measures.
- Contribute to the organization's knowledge base by reviewing lessons learned and sharing insights with the team.
- Identify opportunities for automation and process improvements to enhance the efficiency and effectiveness of endpoint services.
- Manage and maintain high standards for inventory and asset tracking, proactively anticipating equipment needs based on organizational growth and trends.
- Oversee the provisioning, management, and troubleshooting of telecom services via Teams Voice, ensuring seamless communication support.
- Stay up to date with the latest endpoint management tools and techniques, applying this knowledge to improve service delivery.
- Maintain a strong customer focus, ensuring that all interactions with radiologists, clients, and employees are handled with professionalism and a commitment to excellent service.
- Foster a positive team environment that encourages collaboration and a customer-first mindset among team members.
Preferred Talents
- Technical Expertise: Extensive experience with endpoint management, including deploying, configuring, and maintaining desktops, laptops, mobile devices, and related peripherals.
- Team Management: Proven experience in supervising and mentoring IT support staff, managing team performance, and handling escalations.
- Project Management: Experience in leading or participating in IT projects, especially those related to endpoint services, such as device rollouts or software updates.
- Process Improvement: Demonstrated experience in streamlining processes, improving efficiency, and implementing best practices within IT support teams.
- Service Management: Familiarity with IT service management (ITSM) frameworks like ITIL, including experience with incident, problem, and change management.
- Vendor Management: Experience in managing relationships with vendors, including evaluating products, negotiating contracts, and ensuring SLAs are met.
Qualifications
- 7-10+ years of experience in IT required with at least 3-5+ years in a supervisory or leadership role.
- 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 required.
- 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
Work Location Omaha, NE
Job Endpoint Services Supervisor
Job Type Full-time, Monday-Friday, 8am-5pm and on call rotation
Reports To Director of Information Technology Services
Supervises Direct Reports Yes
