What are the responsibilities and job description for the End User Computing Supervisor position at IQventures?
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
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Help desk: 2 years (Preferred)
Ability to Commute:
- Fort Lauderdale, FL 33312 (Preferred)
Work Location: In person