IT Desktop Support Supervisor

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)

Position Summary

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, rather to act as the essential functions performed. Management retains the discretion to add or change the position at any time.

Please Note: DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process.

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer