End User Computing Supervisor

We’re looking for a driven and experienced End User Computing Supervisor to lead our service desk team in Fort Lauderdale. In this role, you’ll combine hands-on leadership, operational oversight, and technical expertise to ensure a seamless support experience for employees at every level of the organization.

If you thrive in a fast-paced environment, enjoy leading teams, and excel at improving processes and service delivery-this is your opportunity to make a meaningful impact.

What You’ll Do

• Oversee daily service desk operations, including inbound call handling, ticket intake, assignments, and resolution
• Lead and support a team of IT professionals, including hiring, onboarding, scheduling, and training
• Manage team coverage, shift schedules, and on-call rotations to ensure consistent support availability
• Monitor ticket queues, service levels, backlog, and escalations to maintain performance standards
• Analyze and report on key metrics (call volume, ticket volume, response times, resolution rates, productivity)
• Provide clear triage and escalation guidance, ensuring issues are routed and resolved efficiently
• Deliver ongoing coaching, feedback, and development to elevate team performance and service quality
• Coordinate incident response and outage communications, keeping stakeholders informed and aligned
• Partner with HR and leadership to address performance, attendance, and employee relations matters
• Communicate effectively with employees at all levels, including executives and field teams
• Maintain and improve knowledge base content, documentation, and training materials
• Collaborate with vendors and internal IT teams to resolve issues and enhance processes
• Lead or contribute to projects, process improvements, and service desk initiatives
• Act as a bridge between leadership and the team by communicating priorities, updates, and expectations

Do you have experience in Teamwork?, * Experience leading or supervising an IT service desk, help desk, or end-user support team

• Background in high-volume, inbound call environments and ticketing systems
• Strong communication skills with the ability to translate technical concepts for non-technical users
• Proven leadership abilities in coaching, mentoring, delegation, and team development
• Excellent organizational and multitasking skills, with the ability to manage competing priorities
• Calm and confident decision-making during incidents, escalations, and high-pressure situations
• Solid understanding of IT support concepts, including:
• Troubleshooting and incident management
• Service request fulfillment and escalation processes
• ITIL principles (incident, request, problem, change, knowledge management)
• Working knowledge of Microsoft technologies, endpoints, and enterprise support tools
• Experience creating or reviewing documentation, knowledge articles, and employee communications
• Ability to build strong relationships across teams, vendors, and all levels of the organization
• Self-motivated with strong accountability and sound judgment, * Help desk Supervisory: 1 year (Preferred)

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * Work on-site in Fort Lauderdale in a collaborative, supportive environment
• Enjoy a stable weekday schedule (8 AM - 5 PM)
• Influence process improvements and service excellence across the organization
• Grow your leadership and technical expertise in a visible, strategic role, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance