Supervisor IT Desktop Support

About the role

Oversee and direct the daily activities of 10-20 geographically dispersed IT Specialists and ensure full coverage across all locations.

Develop, maintain, and enforce standard and on-call work schedules that align with business needs, including special projects.

Plan, assign, and direct work; ensure workloads are properly and evenly distributed, deadlines are met, and all tasks reflect organizational and departmental priorities.

Serve as the primary technical and operational escalation point for the ITDS team and lead the investigation and resolution of complex issues that go beyond basic troubleshooting.

Monitor all ITDS work queues within the ITSM and other systems to ensure tickets, tasks, and projects are addressed promptly according to the prescribed ticket handling standards and defined SLAs or project plans.

Prepare monthly management-level reports on the operations, performance and productivity of the ITDS group, including lease refresh scheduling and lease return progress.

Procure or develop and assign structured training for new and existing ITDS employees, ensuring all team members at each level possess the knowledge, technical competence, and behavioral standards required to perform their roles at a high level.

Responsibilities

• Oversee and direct the daily activities of 10-20 geographically dispersed IT Specialists and ensure full coverage across all locations.
• Develop, maintain, and enforce standard and on-call work schedules that align with business needs, including special projects.
• Plan, assign, and direct work; ensure workloads are properly and evenly distributed, deadlines are met, and all tasks reflect organizational and departmental priorities.
• Serve as the primary technical and operational escalation point for the ITDS team and lead the investigation and resolution of complex issues that go beyond basic troubleshooting.
• Monitor all ITDS work queues within the ITSM and other systems to ensure tickets, tasks, and projects are addressed promptly according to the prescribed ticket handling standards and defined SLAs or project plans.
• Prepare monthly management-level reports on the operations, performance and productivity of the ITDS group, including lease refresh scheduling and lease return progress.
• Procure or develop and assign structured training for new and existing ITDS employees, ensuring all team members at each level possess the knowledge, technical competence, and behavioral standards required to perform their roles at a high level.

Requirements

• 5+ years of experience in direct end-user desktop support, preferably in the professional services/legal industry.
• 2+ years of experience supervising a team of three or more staff.
• Formal training in people management is preferred.
• High attention to detail in tracking large numbers of issues, with proven ability to identify and analyze issues, recommend and implement solutions.
• Strong working knowledge of and experience supporting an enterprise desktop computing environment, including Microsoft Windows 11; Microsoft Office and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint), document and practice-management systems; Adobe Acrobat, client networking (wired/wireless), remote access technologies including VPN and Citrix; and standard end-user hardware such as laptops, docking stations, monitors, printers, and peripherals.
• Possess the managerial skills necessary in order to interact and communicate with team members, provide instruction and direction, determine work priorities, and coordinate the activities of a team.
• Able to oversee team members in various positions and geographic locations and to delegate and manage resources effectively.

Qualifications

• Regular travel (30%) is required in this position.
• Able to work in the Minneapolis office up to 3 days per week is required.

Skills

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Proven problem-solving and analytical skills.

Benefits

Our award-winning retirement and profit sharing plans with employer contribution.

Health and wellness initiatives.

Back-up child care.

Pay

In Minneapolis, the estimated starting pay range is $90,000 - $112,000 per year. Final compensation will be based on a variety of factors, including education, experience, skills, professional background, and overall qualifications.

Schedule

Able to work in the Minneapolis office up to 3 days per week is required.