Desktop Team Supervisor

Job Overview

Madison Approach Staffing is recruiting for a Desktop Team Supervisor for a mission‑based nonprofit organization. This full‑time, on‑site position requires an experienced supervisor to oversee desktop support operations, manage and evaluate team performance, and serve as the escalation point for technical issues.

Responsibilities

• Supervise desktop support team; conduct employee evaluations and performance reviews.
• Provide clear direction, coaching, and discipline; address performance issues.
• Manage team workload, priorities, and support ticket distribution.
• Hire, train, and develop team members; provide technical and professional development guidance.
• Foster a collaborative and efficient team environment.
• Respond to user‑reported issues and escalated support tickets.
• Provide technical support for desktop hardware and software (Windows and Apple systems).
• Troubleshoot complex issues including viruses, diagnostics, file repair, and data encryption.
• Administer Microsoft 365, Microsoft Intune, Active Directory, Azure, and VPN environments.
• Provide AV setup and support for presentations and Teams meetings.
• Track, document, and resolve incidents with clear resolution notes.
• Manage projects within the desktop team’s responsibility.
• Maintain accurate records and work with technology vendors.
• Manage equipment inventory and assignment.

Required Skills & Experience

• Supervisory experience: minimum 2 + years supervising an IT team, including employee evaluations, performance management, and disciplinary action.
• Technical experience: minimum 5 years helpdesk experience.
• Certifications: CompTIA A+ (required).
• Education: Associate’s degree in IT or equivalent professional experience.
• Technical skills: proficiency with Windows/Apple systems, Microsoft 365, Intune, Active Directory, Azure, VPN.
• Leadership: ability to mentor, coach, and manage team performance.
• Communication: clear verbal, written, and interpersonal skills.
• Problem‑solving: ability to resolve moderate to high‑complexity technical issues.

Preferred Skills & Experience

• CompTIA Network+ or Security+ certification.
• Prior team‑lead or supervisory experience in a help‑desk environment.
• Device management and mobile device support experience.
• Vendor management experience.
• On‑call support experience.

Pay

$81,900 annually.

Schedule

Monday – Friday, 8:30 am – 4:00 pm. On‑call support and weekend hours as required.

Location

Northern Westchester, NY – full‑time on‑site only (no remote or hybrid options).

Job Type

Direct Hire, full‑time, regular (W‑2 employee).