Desktop Support Supervisor

Position Overview

Desktop Support Supervisor – On Site leads onsite end-user IT support, ensuring reliable desktop services, endpoint management, ITSM compliance, and secure IT operations while supporting mine site users and coordinating with cross-functional ICT teams.

Key Responsibilities

• Lead onsite desktop support operations, ensuring effective incident, request, escalation, and SLA management.

• Supervise and coach desktop support technicians to provide consistent IT support across site operations.

• Provide advanced technical support for Windows endpoints, Microsoft 365, printers, peripherals, mobile devices, and standard business applications.

• Manage endpoint deployment, configuration, patching, user access, and IT asset lifecycle, including inventory, warranty, and compliance.

• Ensure ITSM, ITIL, cybersecurity, and company standards are applied across desktop support operations.

• Coordinate with infrastructure, network, cybersecurity, application teams, and external vendors to resolve complex technical issues.

• Support Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and basic identity and access management.

• Prepare operational reports, documentation, SOPs, and knowledge articles to improve service quality and efficiency.

• Promote safe work practices and ensure compliance with site HSE, security, and operational requirements.

Qualifications

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Information Systems, Engineering, or a related field.

• Minimum 5–8 years of experience in Desktop Support, IT Support, or End-User Computing, including 2–3 years in a supervisory or team lead role.

• Strong hands-on experience supporting Windows endpoints, Microsoft 365, printers, peripherals, mobile devices, and office applications.

• Good knowledge of ITSM, ITIL, endpoint management, ticketing systems, remote support tools, and IT asset management.

• Practical understanding of endpoint cybersecurity, including antivirus/EDR, patching, encryption, account security, and data protection.

• Experience coordinating vendors, warranty services, and onsite IT support providers.

• Strong leadership, communication, problem-solving, and stakeholder management skills.

• ITIL Foundation certification is preferred; Microsoft, CompTIA A+/Network+/Security+, or equivalent certifications are an advantage.

• Willing to work in a site-based mining or remote operational environment.