World Wide Technology · 22 hours ago
Supervisor – Desktop Support
United States
Full-time
Remote
Senior Level
5+ years expWorld Wide Technology is seeking a Supervisor - Desktop Support who will play a pivotal role in enhancing post-implementation services across various operations. The role combines technical expertise with strategic insight to ensure operational excellence and client satisfaction while leading a team of IT Helpdesk professionals.
HardwareSoftwareNetwork Hardware
Responsibilities
Provide managerial oversight for the IT Helpdesk team, ensuring efficient operation and high quality service delivery
Manage ticket queues using Remedy, ensuring timely resolution and appropriate escalation of issues
Oversee workload distribution among team members, ensuring tasks are picked up and completed efficiently
Conduct regular ticket reviews and handle escalations to maintain service standards
Update and improve helpdesk processes to enhance efficiency and service quality
Maintain team stability by ensuring adequate staffing levels
Prepare and present executive reports on helpdesk performance and metrics
Collaborate with technical staff to resolve complex issues, leveraging their expertise as needed
Ensure effective communication within the team and with other departments
Qualification
Required
Bachelor's Degree in Arts/Sciences (BA/BS) Information Technology
A minimum of 5 years' progressive experience in a related field preferred
Deep understanding operations including service desk, transition services, platform engineering, and managed services
Advanced knowledge of ITIL principles, incident/problem/change management, and service lifecycle practices
Familiarity with cloud platforms (AWS, Azure, GCP), container orchestration (Kubernetes), and observability tools (Datadog, Prometheus, Grafana)
Awareness of financial and operational metrics relevant to service delivery (e.g., SLA adherence, utilization, cost optimization)
Technical Leadership: Ability to lead technical initiatives, mentor peers, and drive operational strategy
Communication: Skilled in translating complex technical issues into clear, actionable insights for stakeholders at all levels
Analytical Thinking: Strong ability to interpret performance data, identify trends, and recommend strategic improvements
Client Engagement: Advanced interpersonal skills to manage escalations and build trust with clients and internal teams
Tool Proficiency: Expert-level proficiency in Excel, PowerPoint, scripting languages (e.g., Python, Bash), and service management/reporting tools
Ability to manage competing priorities and lead initiatives in a fast-paced, dynamic environment
Ability to identify systemic issues and implement scalable, long-term solutions
Ability to work independently while aligning with organizational goals and leadership direction
Ability to influence cross-functional teams and contribute to strategic planning and execution
Information Technology Infrastructure Library (ITIL) certification
Company
World Wide Technology
World Wide Technology provides technology and supply chain solutions for large public and private organizations.
10001+ employees
H1B Sponsorship
World Wide Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (52)
2024 (56)
2023 (25)
2022 (63)
2021 (50)
2020 (48)
Funding
Current Stage
Late StageTotal Funding
$25M2000-02-13Series Unknown· $25M
Leadership Team
Michael Taylor
Chief Technology Officer
Thomas Strunk
CFO at WWT
Recent News
2026-02-05
Company data provided by crunchbase