TEKsystems is hiring: IT Support Supervisor in Orlando

Overview

The Desk Side Supervisor position will be responsible for the daily management of the Desk Side Operations support group that provides end user hardware support services to our clinicians and associates. Supported technologies include, but are not limited to; desktop computers, laptops, printers, desktop peripherals, desktop software, and serve as back up for multimedia technologies including conference support. This role is located in Orlando with direct reports in Orlando, Jacksonville and Pensacola and reports to the Manager of the Desk Side team.

Responsibilities

• Identify, plan, and execute Desk Side related projects; ensure the delivery of end user technology that meets departmental needs.
• Provide input for performance evaluations and, as necessary, institute disciplinary action.
• Supervise daily Desk Side activities: monitor individual work queues, assign work, provide status updates, prioritize tasks, coordinate resources, and enforce policies and SOPs.
• Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, and minimize breached and pended tickets; monitor staff tasks and efficiency.
• Manage lifecycle of IT hardware assets (laptops, desktops, monitors, peripherals, mobile devices) and maintain spare parts inventory using Continuous Improvement methods for par levels.
• Coordinate with the Desk Side Manager to ensure timely equipment ordering/receiving; track equipment in asset management; establish and maintain a hot swap equipment area to meet business needs.
• Conduct regular rounding sessions with each associate; provide performance updates, coaching, and actionable feedback to maintain metrics.
• Manage support plans for Satellite PC Road Technicians to ensure regular visits and support to Satellite Clinic facilities.
• Ensure weekly huddle and visibility board are current with escalated issues; document hardware failures, repairs, and removals; escalate as required.
• Create and maintain technical support documentation and knowledge base articles in ServiceNow.

Qualifications and Requirements

• Bachelor's Degree required.
• Minimum of 3-5 years experience required.
• Excellent team and interpersonal skills; exceptional customer and communication skills.
• Excellent judgment and strong organizational skills; ability to generate trust and build alliances with co-workers.
• Decision making within Nemours standards; able to work with minimal supervision.

Desirable Experience and Details

• Deskside supervisor: leadership experience; balance analytical thinking with people skills; organized and technically capable; healthcare experience preferred.
• Deskside work in past; process-oriented; travel across Florida (Jacksonville and Pensacola as needed).
• Direct reports, performance reviews, coaching experience preferred.
• 5 days a week on site, 8 AM–5 PM.
• Imaging PCs, deployment of hardware, SCCM, ServiceNow, Active Directory.
• Working supervisor; involved in technical tasks, coaching, and providing feedback; handling escalations and last-minute requests.
• Experience in mid-size organizations.
• Reporting directly to James.

Skills & Details

• Support, Desktop, Troubleshooting, Management skills.

About Us

Nemours Children's Health is an internationally recognized children's health system. With more than 1.7 million patient encounters annually, we provide medical care across five states through two freestanding state-of-the-art childrens hospitals. We are committed to inclusion, belonging, and culturally relevant care, embedding these principles in day-to-day work with colleagues, patients and families.

Compensation and Benefits

• Salary range: $65,000.00 – $80,000.00/yr.
• Medical, vision, and dental benefits; 25 PTO days accrued per year.
• Fully onsite position in Orlando, FL.
• Application deadline: Sep 15, 2025.

About TEKsystems

TEKsystems is an Allegis Group company, partners in transformation, with a global footprint and a focus on technology services and talent solutions. We are an equal opportunity employer.