Tier II Desktop Supervisor

End User Support and Hardware Asset Management 

Job Summary 

Leads Tier 2 service desk and end-user support activities for a complex enterprise IT environment. Coordinates daily ticket operations, provides technical escalation support, and ensures incidents and service requests are assigned, tracked, documented, resolved, and closed with the customer. Oversees hardware asset lifecycle activities in ServiceNow and the CMDB, including model and category maintenance, device preparation, deployment, inventory accuracy, relocation, recovery, and disposal. Serves as an operational point of contact for field support, special events, high-priority users, and office or site deployment activities. Provides hands-on troubleshooting, team guidance, knowledge transfer, status reporting, and cross-team coordination to maintain reliable and responsive IT services. 

Key Responsibilities 

• Lead day-to-day Tier 2 service desk operations and coordinate work assignments for desktop support technicians and technical support specialists. 
• Monitor ServiceNow incidents, requests, and tasks; validate assignment, ownership, work notes, customer communication, resolution, and closure. 
• Serve as a technical and operational escalation point for Tier 1, Tier 2, customers, project teams, and other IT stakeholders. 
• Provide hands-on support for Windows laptops, desktops, monitors, printers, iPhones, iPads, peripherals, and related end-user technologies. 
• Prepare, configure, image, reimage, test, deploy, replace, recover, relocate, and troubleshoot end-user devices. 
• Administer hardware asset records in ServiceNow and the CMDB, including asset categories, product models, assignment data, inventory status, and lifecycle updates. 
• Maintain accurate accountability for deployed, spare, damaged, returned, and end-of-life equipment; coordinate approved excess and disposal activities. 
• Coordinate equipment shipping, receiving, staging, distribution, and deployment reporting for headquarters, remote sites, and field events. 
• Plan and provide on-site support for orientations, deployments, relocations, and other operational events, including device readiness and user setup. 
• Coordinate enhanced support for executives, high-priority users, and time-sensitive business operations. 
• Diagnose hardware, software, connectivity, access, and configuration issues; communicate remediation plans and status updates to users and stakeholders. 
• Use remote support and endpoint management tools to assist users, deploy software, and support device configuration and maintenance. 
• Support meeting and conference technology, including audio/visual equipment, bridge lines, cameras, projectors, broadcasting, and recording capabilities when required. 
• Respond to facility or environmental events affecting IT equipment and coordinate stabilization, recovery, escalation, and follow-up actions. 
• Coordinate with infrastructure, cybersecurity, applications, identity, network, and vendor teams to resolve cross-functional issues and identify root causes. 
• Maintain and improve desktop support standard operating procedures, knowledge articles, checklists, training materials, and repeatable work processes. 
• Provide coaching, knowledge transfer, and technical guidance to support staff while reinforcing service quality, documentation, and customer service expectations. 
• Contribute to deployment planning, integrated testing, user acceptance testing, change activities, and continuous service improvement. 
• Provide concise operational updates, risks, dependencies, inventory information, and action status to IT management and project stakeholders. 
• Maintain professional customer communication and perform effectively under changing priorities, deadlines, and operational pressure. 

Required Qualifications 

• Ten years of progressive IT support experience involving endpoint configuration, imaging, deployment, hardware asset management, and troubleshooting. 
• Four or more years of experience leading or coordinating technical support personnel and service desk operations. 
• Demonstrated experience managing incidents and service requests in ServiceNow or a comparable IT service management platform. 
• Hands-on experience managing end-user hardware, software, mobile devices, peripherals, inventory, and lifecycle records. 
• Experience developing repeatable procedures, knowledge content, and service improvement practices. 
• Strong written and verbal communication skills, including the ability to provide clear customer updates and operational status reporting. 
• Strong organizational, prioritization, customer service, and interpersonal skills. 
• Ability to work independently and collaboratively in a complex enterprise environment and to support occasional travel or on-site deployment activities. 

Education and Certifications 

Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, Social Science, or a related field, or equivalent relevant experience. 

ITIL Foundation certification, or ability to obtain it within three months. One or more of the following certifications is preferred: 

• Microsoft 365 Certified: Endpoint Administrator Associate or comparable modern desktop certification 
• CompTIA A+ 
• CompTIA Network+ 
• CompTIA Security+ 
• CompTIA Project+ 

Core Competencies 

• Service desk leadership and ticket governance 
• Hardware asset and CMDB management 
• Endpoint deployment and troubleshooting 
• Field support and operational readiness 
• Customer communication and escalation management 
• Process documentation and continuous improvement 
• Team guidance and knowledge transfer 
• Cross-functional coordination 

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