DESKTOP SUPPORT SUPERVISOR - ONSITE

We are seeking to fill the role of Desktop Support Supervisor. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

• Supervise and lead a team of desktop support technicians, providing guidance and support to ensure efficient workflow and high-quality service.
• Oversee day-to-day operations of the desktop support team, including task assignment, performance monitoring, and resource management.
• Assist in the installation, configuration, and maintenance of desktop hardware, software, and peripherals.
• Ensure timely and effective resolution of technical issues reported by end-users, prioritizing tasks based on urgency and impact.
• Develop and implement standard operating procedures and best practices for desktop support services.
• Provide hands-on support for complex or escalated technical issues, working closely with other IT teams to resolve problems.
• Stay current with industry trends and work with parent company maintain compliance.
• Maintain an up-to-date inventory of desktop equipment and software licenses, ensuring compliance with company policies and procedures.
• Be the on-site point of contact for all issues or esclations.
• Train and mentor desktop support technicians, fostering a collaborative and supportive team environment.
• All other duties as assigned. 

Required Skills and Qualifications
• High School Diploma or equivalent.
• 5+ years of experience in desktop support or a similar IT role.
• 2+ years in a supervisory or leadership position.
• Strong technical knowledge of desktop operating systems, hardware, software, and peripherals.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issue.
• Ability to lead and motivate a team, fostering a positive and productive work environment
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Experience with desktop management tools and remote support software. 

Desired Skills and Qualifications
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• CompTIA A+ and/or Microsoft Certified Desktop Support Technician certification.
• Strong organizational and multitasking abilities.
• Analytical and strategic thinking skills.

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions 

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 50% of the time
• Walking and standing up to 50% of the time
• Frequent pushing and pulling
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.