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 su pport 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.

and accountability.

satisfaction goals.

provisioning.

Service Management & Continuous Improvement

management.

(weekly / monthly).

documentation.

improvement and automation.

Technical Support & Compliance

systems, including installs, patches, upgrades, and break / fix tasks.

issues.

disposal, and warranty tracking .

enforcing appropriate access controls and documenting procedures.

Qualifications

Required Education & Experience

or equivalent experience.