Desktop Support Supervisor

Rumcsi; New York, Northern (NY, KY); Hybrid; USD 85,000 - 95,000; Full time

Job summary

Richmond University Medical Center in Staten Island, NY, seeks a Desktop Support Supervisor to oversee day-to-day desktop support, imaging, patching, and onsite/offsite tech coverage across all hospital sites.

The role requires a Bachelor's in IT/CS and 5+ years in desktop support with at least 2 in supervision; strong Windows, Microsoft 365, SLA adherence, and leadership. Travel between affiliated sites and on-call rotation may be required. Salary range $85,000-$95,000.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 5+ years desktop support with at least 2 years in a supervisory or lead role.
• Strong experience with 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.

Responsibilities

• Oversee day-to-day desktop support operations across hospital locations.
• Manage on-site and remote support for desktops, laptops, printers, and clinical workstations.
• Coordinate 24/7 support coverage including on-call rotation and weekend support.
• Supervise, mentor, and evaluate Desktop Support Technicians and senior staff.
• Develop and enforce desktop support procedures and documentation.

Skills

Desktop support

Windows OS

Microsoft 365

Ticketing system

SLA

Leadership

Communication

Education

Bachelor's degree in IT/CS

Tools

SCCM

Intune

Job description

## Desktop Support SupervisorApplylocations: Richmond University Medical Center (Staten Island, NY)time type: Full timeposted on: Posted 18 Days Agojob requisition id: JR102336It'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.Day Shift - 7.5 Hours (United States of America)## **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**