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# Desktop Support Supervisor

- **Company:** Richmond Medical Center
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Salary:** $85,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Health Informatics, Desktop Computing, Issue Tracking Systems, IT Management, System Center Configuration Manager, Server Administration, Software Deployment, Software Engineering, Office365, Microsoft InTune, Information Technology, Laptops, Meditech
- **Published:** November 2, 2026
- **Apply:** https://www.careerbuilder.com/job-details/desktop-support-supervisor-staten-island-ny--382904e3-b0f4-40ca-8db4-d89121815233

## About the Role

Desktop Administration, Customer Service Management, Customer Relations, Desktop PC, Customer Support/Service, Desktop Administration, Hospital, Software Administration, Operational Support, Service Level Agreement (SLA), * 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), * 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., * 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).