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Job Details

IS Desktop Support Supervisor

Company name
American Pacific Mortgage

Rocklin, CA

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Primary Job:

A successful candidate will lead a customer-focused team that interacts well with individuals at all levels of the organization. This person will demonstrate enthusiasm and commitment and conduct business with respect to others. The Desktop Support Supervisor is responsible for overall monitoring/reporting of the daily ticket requests, mentoring other junior support technicians, responding to service requests from end users and resolving technical issues.

Essential Duties and Responsibilities:

  • Responsible for managing Desktop Support related daily operations including creation and initial triaging of incoming calls or Service Desk tickets

  • Monitoring the ticket boards for incoming requests, validating the correct ticket routing and confirming job board tickets are responded to and resolved by meeting and/or exceeding the established SLA

  • Ensure that all job board tickets, emails and calls are logged in the ticketing system to ensure valid data to provide management reporting on open, escalated, tickets, and SLA metrics.

  • Ensure all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details.

  • Manage the daily operations of the Desktop Support by holding the Technicians accountable to schedule adherence, queue management, and IS policies and procedures.

  • Ensure IS Policies and Procedures are adhered to

  • Monitor daily workload and ensure adequate available staff are staffing the phones and email

  • Serve as a point of escalation for the Technicians and customers to ensure a timely and quality resolution or response is provided as well as managing issue resolution including prioritization on time sensitive problems and issues

  • Ensure appropriate ticket escalation is completed by working with the Technicians prior to escalation as well as ensuring appropriate documentation is provided to the recipient of the escalation

  • Responsible for solving issues, driving enhancements, and improving support for IS related functions, operational support and line-of-business application support.

  • Manage email requests; walk-in requests; and equipment replacement

  • Communication Keep manager informed of important issues and facilitate work resulting from high level customer contact

  • Responsible for monitoring and maintaining asset management and inventory to ensure accurate data entry for all asset including return merchandise authorizations (RMAs) and Dead on Arrivals (DOAs)

  • Scheduling & On Call Develop staff schedules and on call process to provide appropriate technical support 24x5

  • Train and develop Desktop Support analysts on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested

  • Responsibility can include server administration, account administration, network monitoring, and telecom administration to ensure availability of services to authorized users

  • Monitor, develop and report on IS Support metrics on a bi-weekly interval to ensure the team is performing at both individual and team levels as well as maintaining published Service Level Agreements with the business.

  • Identify process improvement initiatives based on findings in ticket audits, metric reporting, and trend analysis

  • Promote processes that support the ITIL/ITSM methodology, change management and risk management.

  • Provide feedback to assigned Desktop Support analysts direct reports and participate in annual goal setting and performance review process.

  • Undertake internal project work when requested, including building and supporting pre-sales events

  • Provide feedback to assigned Desktop Support direct reports and participate in annual goal setting and performance review process

  • Miscellaneous duties as assigned including projects


  • 4 years IS experience in support & troubleshooting Windows & Mac OS platforms (Windows 7,8 & 10), OSX 10.7 including mobile devices running Apple iOS, Android and Windows phone). Bachelors degree preferred

  • End user computing hardware experience (desktops, laptops, printers, mobile devices etc.)

  • Strong analytical, interpersonal and leadership skills required

  • Experience in leading or mentoring other employees preferred

  • High technical, analytical, interpersonal and organization skills are required

  • Advanced user level familiarity with desktop applications including Office 365, Microsoft Office, SharePoint, Adobe, Lync, web browsers, and Encompass 360 etc.

  • Working knowledge of network protocols such as DHCP, DNS, LAN/WAN technology, WIFI, TCP/IP, FTP and SMTP

  • Excellent knowledge of AD and group policy skills

  • Understanding of network technology such as the use of telnet, ping and traceroute to troubleshoot basic network issues

  • Must have effective time management skills and the ability to multitask and manage multiple assignments through Ticketing system

  • Excellent communication, customer service, organization and analytical skills

  • Ability to identify gaps and process improvement initiatives.

  • Strong ability, desire, and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude.

  • Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization. Be able to multi-task effectively.

  • Ability to maintain effective communication and working relationship with co-workers, manager, branches, and home office departments. Able to work as part of a team, as well as independently and with people of diverse background.

  • Possess good judgment, ability to accept responsibility and handle confidential information. Good at problem solving, research, and decision-making. Ability to follow policies and procedures.

  • Able to learn quickly, ask questions, take instruction constructively and be flexible in doing assorted tasks.

  • Ability to stand, sit, for extended periods of time

  • Commitment to company values, policies and procedures

  • Excellent interpersonal communication skills

  • Customer Service the ability to provide and maintain effective and positive communication

  • Adaptability an ability to quickly learn new or different techniques, products and computer programs

  • Problem Solving an ability to effectively analyze and resolve problems at a functional level

  • This person must live our culture every day! (Respect, Transparency, Scrappy)

  • Other duties as assigned

Other Key Competencies

  • Ability to stand, sit, for extended periods of time

  • Excellent Oral and written communication skills Excellent learning skills • Professional customer service skills

  • Excellent problem analysis and solving skills

  • Planning and organizing

  • Scripting and automation experience

  • Detailed oriented

  • Stress tolerance

Desired Certifications

  • Microsoft MCP

  • Comp/Tia Certifications

  • HelpDesk Institute (HDI)


Physical Considerations

  • Ability to lift 75lbs with reasonable accommodation including moving equipment from desk to desk multiple times per week

  • Crawling under desks/tables to set up and move cables

  • Pushing copy machines into place

  • Driving or flying to other work locations to work on equipment set-up

Work Environment

  • This position is expected to maintain the policies and procedures of the IS Organization, deliver excellent customer service at all times, and serve as a leader to the team.

  • Position responsibilities may not be limited to the functions and requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the functions or requirements of this position.

Embrace APMC Culture:

  • APMCares- Our charitable entity

  • As we grow and our reputation spreads, we know there are opportunities to make more significant contributions to the communities in our footprint.

  • APMCares was created to serve and support APM families in need and the causes we care about.

  • Office of Diversity

  • Increase APMs workforce diversity

  • Increase the diversity of the communities we serve

Company info

American Pacific Mortgage
Website :

Company Profile
American Pacific Mortgage Our Vision: We are the best retail mortgage banking company in America. We empower our employees to exceed customer expectations, and to enjoy professional and personal success. Our Mission: We support our branches by building value-based relationships. We provide superior resources through collaborative strategies and the power of volume. We are committed to the success of each branch and the community it serves.

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