Detroit Wayne Integrated Health Network
IT Desktop Support Supervisor
Detroit Wayne Integrated Health Network, Detroit, Michigan, United States, 48228
Overview
Job Title:
IT Desktop Support Supervisor Location:
Detroit, MI (Hybrid) Reports To:
Director of IT Operations Department:
Information Technology Organization:
Detroit Wayne Integrated Health Network (DWIHN) The IT Desktop Support Supervisor plays a critical lead role in DWIHN's IT Operations team, overseeing the Service Desk function and ensuring the timely, secure, and high-quality delivery of technical support across the enterprise. This role is responsible for supervising daily operations, managing a team of support technicians, enforcing ITIL-aligned practices, and supporting compliance with HIPAA, SOC 2, and internal information security standards. This position serves as a key point of coordination between end-users, technical teams, and IT leadership to ensure operational excellence and a superior user experience.
Key Responsibilities
Team Leadership & Operational Oversight Supervise, coach, and develop Service Desk staff to ensure exceptional support via phone, in-person, chat, email, and video channels. Conduct daily stand-up meetings and operational check-ins to maintain alignment and accountability. Manage ticket queues and escalation workflows to meet defined SLAs and user satisfaction goals. Oversee onboarding and offboarding processes, including IT orientation and access provisioning.
Service Management & Continuous Improvement Implement and enforce ITIL best practices for incident and service request management. Track, analyze, and report on Service Desk KPIs and performance metrics (weekly/monthly). Develop and maintain standard operating procedures (SOPs) and knowledge base documentation. Participate in special projects and cross-functional IT initiatives, including process improvement and automation.
Technical Support & Compliance Provide hands-on support for hardware, software, peripheral, and multimedia systems, including installs, patches, upgrades, and break/fix tasks. Assist with troubleshooting server, network, VoIP, printing/scanning, and desktop issues. Maintain inventory management and IT asset lifecycle, including procurement, disposal, and warranty tracking. Ensure software license compliance and secure configuration management. Support compliance with HIPAA, SOC 2, and internal security/privacy policies by enforcing appropriate access controls and documenting procedures.
Qualifications
Required Education & Experience Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent experience. Minimum 5 years of progressive IT experience, including: Microsoft environments (Windows 10/11, Windows Server 2012-2022, Azure Entra ID, Office 365) Network and infrastructure familiarity (LAN/WAN, DNS, DHCP, VPN, firewalls, Cisco switches) At least 3 years in a supervisory, team lead, or management role. Minimum 1 year leading a Service Desk or Helpdesk team. Preferred Certifications ITIL Foundation ITSM certifications (preferred) Microsoft MCP, MCSA, or equivalent Cisco CCNA/CCNP (a plus) Required Skills & Competencies Strong leadership and team-building capabilities in technical environments. Proficient in troubleshooting hardware/software issues across a Microsoft-based ecosystem. Experience with imaging, remote desktop support tools, ticketing systems, and asset management platforms. Excellent communication, interpersonal, and customer service skills. Demonstrated ability to manage multiple priorities in a fast-paced, hybrid work environment. Commitment to service excellence, documentation, and compliance. Additional Requirements
Must have reliable transportation and ability to travel throughout Wayne County and Michigan as needed. Hybrid work model: 2+ days onsite per week. Proof of COVID-19 vaccination is required (reasonable accommodations available per applicable law). Employment is contingent on passing background and security clearance checks in accordance with state/federal healthcare IT regulations. This description is not intended to be a complete statement of job content, but rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time. EEO Statement:
The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer. Proof of vaccination requirements and accommodations are addressed during recruitment as applicable by law.
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Job Title:
IT Desktop Support Supervisor Location:
Detroit, MI (Hybrid) Reports To:
Director of IT Operations Department:
Information Technology Organization:
Detroit Wayne Integrated Health Network (DWIHN) The IT Desktop Support Supervisor plays a critical lead role in DWIHN's IT Operations team, overseeing the Service Desk function and ensuring the timely, secure, and high-quality delivery of technical support across the enterprise. This role is responsible for supervising daily operations, managing a team of support technicians, enforcing ITIL-aligned practices, and supporting compliance with HIPAA, SOC 2, and internal information security standards. This position serves as a key point of coordination between end-users, technical teams, and IT leadership to ensure operational excellence and a superior user experience.
Key Responsibilities
Team Leadership & Operational Oversight Supervise, coach, and develop Service Desk staff to ensure exceptional support via phone, in-person, chat, email, and video channels. Conduct daily stand-up meetings and operational check-ins to maintain alignment and accountability. Manage ticket queues and escalation workflows to meet defined SLAs and user satisfaction goals. Oversee onboarding and offboarding processes, including IT orientation and access provisioning.
Service Management & Continuous Improvement Implement and enforce ITIL best practices for incident and service request management. Track, analyze, and report on Service Desk KPIs and performance metrics (weekly/monthly). Develop and maintain standard operating procedures (SOPs) and knowledge base documentation. Participate in special projects and cross-functional IT initiatives, including process improvement and automation.
Technical Support & Compliance Provide hands-on support for hardware, software, peripheral, and multimedia systems, including installs, patches, upgrades, and break/fix tasks. Assist with troubleshooting server, network, VoIP, printing/scanning, and desktop issues. Maintain inventory management and IT asset lifecycle, including procurement, disposal, and warranty tracking. Ensure software license compliance and secure configuration management. Support compliance with HIPAA, SOC 2, and internal security/privacy policies by enforcing appropriate access controls and documenting procedures.
Qualifications
Required Education & Experience Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent experience. Minimum 5 years of progressive IT experience, including: Microsoft environments (Windows 10/11, Windows Server 2012-2022, Azure Entra ID, Office 365) Network and infrastructure familiarity (LAN/WAN, DNS, DHCP, VPN, firewalls, Cisco switches) At least 3 years in a supervisory, team lead, or management role. Minimum 1 year leading a Service Desk or Helpdesk team. Preferred Certifications ITIL Foundation ITSM certifications (preferred) Microsoft MCP, MCSA, or equivalent Cisco CCNA/CCNP (a plus) Required Skills & Competencies Strong leadership and team-building capabilities in technical environments. Proficient in troubleshooting hardware/software issues across a Microsoft-based ecosystem. Experience with imaging, remote desktop support tools, ticketing systems, and asset management platforms. Excellent communication, interpersonal, and customer service skills. Demonstrated ability to manage multiple priorities in a fast-paced, hybrid work environment. Commitment to service excellence, documentation, and compliance. Additional Requirements
Must have reliable transportation and ability to travel throughout Wayne County and Michigan as needed. Hybrid work model: 2+ days onsite per week. Proof of COVID-19 vaccination is required (reasonable accommodations available per applicable law). Employment is contingent on passing background and security clearance checks in accordance with state/federal healthcare IT regulations. This description is not intended to be a complete statement of job content, but rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time. EEO Statement:
The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer. Proof of vaccination requirements and accommodations are addressed during recruitment as applicable by law.
#J-18808-Ljbffr