Desktop Support Supervisor at GDR Group

Irvine, California, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jul, 26

Salary

78000.0

Posted On

11 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Desktop Support, Hardware Troubleshooting, Windows 10/11, MacOS, Microsoft 365, Microsoft Teams, Google Workspace, Active Directory, VPN Connectivity, Service Level Management, Performance Coaching, Operational Oversight, Incident Escalation, IT Project Management, Technical Support

Industry

IT Services and IT Consulting

Description

Description Position Summary The Desktop Support Supervisor provides onsite leadership and operational oversight for GDR’s Support Services team. This position is responsible for ensuring consistent service quality, team accountability, operational efficiency, and adherence to company policies and service expectations across supported locations. The Supervisor will oversee day-to-day team operations, support service delivery excellence through clear metrics and follow-through, and partner with GDR leadership and key stakeholders to identify and implement process improvements that enhance team performance and the end-user experience. This is a hands-on leadership role that requires professionalism, sound judgment, and the ability to lead by example in a dynamic, service-oriented environment. Key Responsibilities Leadership & People Management Oversee daily team operations across multiple supported locations. Manage scheduling, PTO coordination, and coverage planning across supported regions. Conduct regular team check-ins to align priorities, review performance, and address service or staffing needs. Provide coaching, feedback, and professional development to enhance performance and engagement. Partner with GDR leadership on performance reviews, employee development, and compensation recommendations. Partner with GDR Human Resources on attendance, professionalism, policy compliance, and corrective action matters as needed. Ensure proactive communication, escalation, and follow-through across sites, teams, and time zones. Support onboarding and training of new team members as the team grows. Promote a unified team culture built on professionalism, accountability, responsiveness, and collaboration. Operational Oversight & Service Quality Monitor queue health, service level adherence, backlog management, and overall ticket flow across supported areas. Prepare weekly and monthly performance summaries highlighting service levels, trends, risks, and improvement opportunities. Coordinate with vendors, logistics, and IT support partners on hardware deployment, refreshes, and cross-site initiatives. Serve as a liaison between onsite stakeholders and distributed GDR resources to ensure operational alignment. Coordinate support for high-priority onsite requests and ensure appropriate delegation or escalation when needed. Maintain a proactive focus on continuous improvement, efficiency, and quality of service delivery. Decision-Making & Discretion Exercise independent judgment to resolve day-to-day operational issues within established policies and guidelines. Recommend process improvements, training needs, workflow adjustments, and staffing support needs to leadership. Participate in candidate selection, interview coordination, and onboarding support for new team members. Escalate complex or high-impact issues to GDR leadership with clear context and recommended solutions. Communication & Professional Standards Serve as an onsite point of contact for Support Services operations, escalations, and team coordination. Represent GDR professionally during meetings, audits, and cross-functional discussions. Reinforce compliance with GDR policies, procedures, standards, and code of conduct. Enforce communication expectations, professionalism standards, and onsite behavioral expectations across the team. Demonstrate dependability and accountability in fulfilling supervisory responsibilities and team coverage commitments. Notify leadership promptly of schedule deviations, staffing concerns, or service coverage risks and help ensure appropriate coverage is in place. Foster a collaborative and respectful work environment that promotes teamwork, accountability, and continuous improvement. Project Support & Collaboration Participate in planning and execution of onsite and regional IT projects, migrations, deployments, and system refreshes. Collaborate with technical teams to support project execution and operational readiness. Support cross-site coordination during business changes, growth initiatives, or large-scale operational transitions as needed. Note: Budgetary, contractual, and formal disciplinary decisions are coordinated with GDR leadership and Human Resources. Work Environment & Travel Primary work location: GDR Irvine site. Occasional travel may be required to other GDR or supported business locations in the U.S. or internationally to support projects, team initiatives, or operational needs. Travel frequency will vary based on business needs and is typically planned in advance. Core Competencies Strong leadership presence with the ability to motivate, coach, and hold team members accountable. Excellent judgment and problem-solving skills, with a proactive approach to issue resolution. Clear, professional, and effective verbal and written communication skills. Ability to balance operational demands with people-focused leadership. Strong organizational skills and the ability to manage competing priorities in a fast-paced support environment. Requirements Qualifications Minimum of 5 years of experience in a corporate desktop support, IT support, or technical service environment, including at least 2 years in a supervisory role. Strong technical foundation in Windows 10/11, macOS, endpoint support, hardware troubleshooting, account administration, and enterprise productivity environments. Experience supporting enterprise collaboration and productivity platforms such as Microsoft 365, Microsoft Teams, Google Workspace, VPN connectivity, Active Directory, ticketing systems, and other enterprise support tools. Demonstrated ability to lead teams, manage priorities, and maintain service excellence in a high-volume, service-driven environment. Excellent interpersonal and written communication skills, with the ability to lead both onsite and distributed staff effectively. Proven ability to interpret and reinforce policy while maintaining positive team engagement and service quality. Professional demeanor, reliability, discretion, and strong organizational skills are essential. Strong understanding of IT support processes, service metrics, escalation management, and service-level-driven support environments.

Responsibilities

The Desktop Support Supervisor provides onsite leadership and operational oversight for the Support Services team to ensure consistent service quality and efficiency. This role involves managing daily team operations, coaching staff, and partnering with leadership to implement process improvements.