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End User Computing Supervisor
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IQventures
Fort Lauderdale, FL (In Person)
Full-Time
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Job Description
End User Computing Supervisor IQventures Fort Lauderdale, FL Job Details Full-time 1 hour ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Career development plan Vision insurance 401(k) matching Employee discount Professional development assistance Life insurance Referral program Retirement plan Qualifications Teamwork Team development Organizational skills Process management Delegation Full Job Description We're looking for a driven and experienced End User Computing Supervisor to lead our service desk team in Fort Lauderdale. In this role, you'll combine hands-on leadership, operational oversight, and technical expertise to ensure a seamless support experience for employees at every level of the organization. If you thrive in a fast-paced environment, enjoy leading teams, and excel at improving processes and service delivery—this is your opportunity to make a meaningful impact. What You'll Do Oversee daily service desk operations, including inbound call handling, ticket intake, assignments, and resolution Lead and support a team of IT professionals, including hiring, onboarding, scheduling, and training Manage team coverage, shift schedules, and on-call rotations to ensure consistent support availability Monitor ticket queues, service levels, backlog, and escalations to maintain performance standards Analyze and report on key metrics (call volume, ticket volume, response times, resolution rates, productivity) Provide clear triage and escalation guidance, ensuring issues are routed and resolved efficiently Deliver ongoing coaching, feedback, and development to elevate team performance and service quality Coordinate incident response and outage communications, keeping stakeholders informed and aligned Partner with HR and leadership to address performance, attendance, and employee relations matters Communicate effectively with employees at all levels, including executives and field teams Maintain and improve knowledge base content, documentation, and training materials Collaborate with vendors and internal IT teams to resolve issues and enhance processes Lead or contribute to projects, process improvements, and service desk initiatives Act as a bridge between leadership and the team by communicating priorities, updates, and expectations What You Bring Experience leading or supervising an IT service desk, help desk, or end-user support team Background in high-volume, inbound call environments and ticketing systems Strong communication skills with the ability to translate technical concepts for non-technical users Proven leadership abilities in coaching, mentoring, delegation, and team development Excellent organizational and multitasking skills, with the ability to manage competing priorities Calm and confident decision-making during incidents, escalations, and high-pressure situations Solid understanding of IT support concepts, including: Troubleshooting and incident management Service request fulfillment and escalation processes ITIL principles (incident, request, problem, change, knowledge management) Working knowledge of Microsoft technologies, endpoints, and enterprise support tools Experience creating or reviewing documentation, knowledge articles, and employee communications Ability to build strong relationships across teams, vendors, and all levels of the organization Self-motivated with strong accountability and sound judgment Why Join Us? Lead a high-impact team supporting critical business operations Work on-site in Fort Lauderdale in a collaborative, supportive environment Enjoy a stable weekday schedule (8 AM - 5 PM) Influence process improvements and service excellence across the organization Grow your leadership and technical expertise in a visible, strategic role