Supervisor, Desktop at Crown Castle in Canonsburg, Pennsylvania

Job Description:

Position Title:  Supervisor, Desktop Support (M1)

Company Summary:

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role:

As the Desktop Support Supervisor, you will focus on providing leadership to the desktop team supporting the Crown Castle user community. You will coordinate, lead, and monitor the performance of teammates to ensure “customer-obsessed” service delivery within defined SLAs.

The Supervisor, Desktop Support, will analyze the performance of desktop activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems. You’ll manage a hybrid team and may be required to work on-site at Crown Castle’s office located in Canonsburg, PA one day per week. 

Responsibilities

• Supervise a team of Senior Desktop and Desktop Analysts who provide Tier II/III technology support to onsite and remote users within a Microsoft environment.


• Manage the processing of incoming incidents and requests to the Senior Desktop and Desktop Support Team via telephone, ticketing (ServiceNow), and e-mail to ensure courteous, timely, and effective resolution of user issues.


• Maintain and monitor service level agreements (SLAs) to manage incident resolution expectations and timeframes.


• Oversee request handling and escalation policies and procedures.


• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.


• Track and analyze trends in Service Desk requests and generate statistical reports.


• Collaborate across the Support & Operations team to research emerging products, services, protocols, and standards in support of technology procurement and development efforts.


• Track and analyze trends in Desktop requests and generate reports with recommendations for improvement.


• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues

 Expectations 

•  Facilitates efficient work across the team, leveraging resources in a cost-effective manner.  


•  Provides expertise related to technical knowledge and world-class service


• Advises teammates on how to organize their work systematically to deliver high-quality outcomes.  


• Possesses a keen ability to effectively communicate concepts to a non-technical audience.


• Coaches teammates to work with colleagues with diverse viewpoints, perspectives, and an adaptive approach.


• Has excellent interpersonal, written, and verbal communication skills


• Understands and explains complex customer situations and solutions.

 Education/Certifications  

• AS or BS Degree in Information Technology, Computer Science, or related technical discipline is preferred

Experience/Minimum Requirements  

• 6+ years’ experience providing Tier II/Tier III desktop support and/or technology support in a medium to large enterprise environment


• 3+ years’ experience leading help desk, desktop support, and/or service desk operations


• Ability to solve technical issues independently and efficiently


• Experience supporting Office 365 suite of applications, Azure Active Directory, AWS (Workspaces experience preferred), Windows 10/11, Android, and iOS platforms (including Microsoft Intune application and device support)


• Knowledge of project management and information systems development and maintenance, technical and operational problem solving, systems design, and data processing methods

Title(s) of direct reports (if applicable): Desktop Analysts – 12-14 full-time employees and contractors

Working Conditions: This is a remote role with the expectation of on-site collaboration with teammates and stakeholders at least once (1x) per week. On-site collaboration and/or travel up to 15% may be required for moments that matter. You must be able to work outside of normal business hours (weekends, holidays, & evenings) as needed.

Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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