> Markdown version of [/jobs/ext/1170365-desktop-support-supervisor](https://www.wearedevelopers.com/jobs/ext/1170365-desktop-support-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Supervisor - **Company:** Richmond University Medical Center - **Location:** Elizabeth, NJ, United States - **Experience:** Experienced - **Salary:** $85,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Health Informatics, Issue Tracking Systems, IT Management, System Center Configuration Manager, Software Deployment, Software Engineering, Office365, Microsoft InTune, Information Technology, Laptops, Meditech - **Published:** July 3, 2026 - **Apply:** https://www.careerjet.com/job/usfc702ee86d7e1e5a854f54ce0cdaccc4/eaa ## About the Role * 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., * 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 ## Description 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. Day Shift - 7.5 Hours (United States of America), 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)., Overview VNS Health RN Field Supervisors are responsible for conducting initial and ongoing in-home supervisory visits to patients, ensuring high-quality care delivery and compli… + 1 day ago, Overview VNS Health RN Field Supervisors are responsible for conducting initial and ongoing in-home supervisory visits to patients, ensuring high-quality care delivery and compli… + 1 day ago + ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)