Job Description The Desktop Supervisor will lead a distributed service desk team, managing SLAs, escalations, and ticket triage. Responsibilities include creating SLA dashboards (Service Desk Plus or similar), overseeing onboarding/offboarding, asset management, and ensuring timely resolution of critical tickets. The role requires strong troubleshooting and root cause analysis, proactive capacity management, and hands-on leadership. They will also generate reports, coach and motivate the team, and serve as a technical escalation point. Hybrid 23 days onsite per week in Franklin, TN with flexibility as needed We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Experience as a hands-on desktop support supervisor/ manager o Experience managing 5+ direct reports, including remote staff o Experience supporting 1,000+ users in an enterprise environment  12 years of experience with: o Microsoft Active Directory and EntraID o Microsoft Office, Teams, OneDrive o Microsoft 365 Admin Center o PowerShell scripting o MS Exchange Online  Proficiency in both Windows and Mac OS  Printer troubleshooting and print server experience  VOIP administration experience  BitLocker or other encryption tools  Networking protocols: TCP/IP, SFTP, HTTP, DNS, DHCP, SMTP  Excellent written and verbal communication  Strong troubleshooting and root cause analysis  Strong ITIL knowledge or certification  Ability to triage and route tickets based on priority and SLA  Self-starter with a can do attitude and willingness to mentor junior staff  Servant leadership style with capacity management focus Experience with asset management  PowerShell experience  SharePoint administration  MS Intune deployment for Mac and Windows  Papercut experience (print server)  ZoomRoom (A/V conference room tech)  VOIP systems like 8x8 or Fuse  VMware virtual desktop experience  DHCP and DNS troubleshooting/admin null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.