IT Supervisor - Deskside Support in Woodland Hills, CA or Phoenix, AZ (Hybrid)
Job Description
Job Summary
- Leads and manages a team of deskside support engineers providing advanced onsite technical support to all employees, including white-glove service for Executive Staff. Ensures the team delivers exceptional customer experiences through rapid troubleshooting, proactive problem resolution, and continuous service improvement. Responsible for day-to-day team operations, workload prioritization, performance management, and professional development of direct reports.
- Drives the adoption of Generative AI tools and modern support methodologies to shift the deskside support model from reactive break-fix to proactive, predictive, and self-healing solutions. Champions process improvements by combining hands-on technical leadership with AI-assisted diagnostics, knowledge management, and automation opportunities.
- Collaborate with peer managers, infrastructure teams, vendors, and business stakeholders to align deskside support operations with broader IT strategy and enterprise initiatives. Manages escalations, coordinates major incident response for end-user impacting issues, and ensures compliance with corporate IT policies, security standards, and service level agreements. Participates in an on-call rotation for critical after-hours executive support needs.
What You'll Do
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Supervise, coach, and develop a team of Client Systems Engineers providing deskside support across corporate office locations.
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Oversee delivery of VIP/Executive white-glove support, ensuring professionalism, discretion, and rapid resolution of all executive technology needs.
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Manage daily team operations including ticket queue management, workload balancing, shift scheduling, and on-call rotation coverage.
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Conduct regular one-on-ones, performance reviews, and career development conversations; identify training needs and growth opportunities for team members.
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Serve as the escalation point for complex technical issues involving applications, hardware, access, databases, mobile devices, and peripherals in an enterprise environment.
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Drive adoption of AI-enabled support tools and workflows to improve first-contact resolution rates, reduce mean time to resolution, and enable proactive issue detection.
What You'll Do (Continued)
- Participates in relevant SAFe ceremonies (PI Planning, Iteration Planning, Inspect & Adapt) to ensure visibility, accountability, and continuous improvement of support services.
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Manage small-to-medium projects such as hardware deployments, technology refreshes, office buildouts, and remediation efforts.
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Coordinate with peer managers, infrastructure teams, and vendors to resolve cross-functional issues and align enterprise IT initiatives.
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Monitor team metrics and KPIs; produce regular reports on support volume, SLA compliance, customer satisfaction, and team performance.
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Enforce data integrity, security, and compliance with corporate policies and IT best practices across the deskside support function.
What You’ll Bring
- Level III: 5 years in an IT environment, including 2 years in a managerial role or 1 year as a Program Manager II.
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Five or more years of progressive technical experience in deskside support, desktop engineering, or a related IT discipline in an enterprise environment.
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Two or more years of direct people management or team lead experience, including performance management, coaching, and professional development.
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Demonstrated experience supporting VIP or executive-level end users with white-glove service expectations.
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Strong understanding of ITIL-based service management practices and experience working within a structured ITSM environment.
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Proven ability to manage multiple priorities, projects, and escalations simultaneously in a fast-paced environment.
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Working knowledge of SAFe Agile principles and experience operating within a SAFe/Agile delivery environment.
Education Requirements
- High school diploma or equivalent required.
- Bachelor’s degree preferred or equivalent, relevant experience.
Preferred Certifications & Tools
Certifications:
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CompTIA A+
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ITIL Foundation (or higher).
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Microsoft Certified: Modern Desktop Administrator Associate.
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SAFe Practitioner (SP) – SAFe for Teams.
Tools & Technologies:
- Microsoft Endpoint Manager (SCCM / Intune).
- ServiceNow or similar ITSM platform.
- Active Directory & Group Policy.
- MDM device management platforms (Intune, Jamf, or similar).
- Microsoft Copilot and AI-enabled support tools.
- Conference room AV and collaboration technology (Teams Rooms, Zoom Rooms).
Special Skill Requirements
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Professionalism, discretion, and sound judgment when handling sensitive executive data and confidential information.
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Ability to work under pressure, manage critical incidents, and make effective decisions during on-call situations.
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Strong organizational, analytical, and problem-solving skills.
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Experience building and maintaining team culture, morale, and engagement in a hybrid work environment.
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Ability to lift and move computer equipment as needed.
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Provide support for Executive Board meetings which may require travel and in-person presence.
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May require occasional travel between corporate office locations.