Desktop Support Supervisor

Desktop Support Supervisor

Position Overview
Desktop Support Supervisor – On Site leads onsite end-user IT support, ensuring reliable desktop services, endpoint management, ITSM compliance, and secure IT operations while supporting mine site users and coordinating with cross-functional ICT teams.

Key Responsibilities

• Lead onsite desktop support operations, ensuring effective incident, request, escalation, and SLA management.
• Supervise and coach desktop support technicians to provide consistent IT support across site operations.
• Provide advanced technical support for Windows endpoints, Microsoft 365, printers, peripherals, mobile devices, and standard business applications.
• Manage endpoint deployment, configuration, patching, user access, and IT asset lifecycle, including inventory, warranty, and compliance.
• Ensure ITSM, ITIL, cybersecurity, and company standards are applied across desktop support operations.
• Coordinate with infrastructure, network, cybersecurity, application teams, and external vendors to resolve complex technical issues.
• Support Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and basic identity and access management.
• Prepare operational reports, documentation, SOPs, and knowledge articles to improve service quality and efficiency.
• Promote safe work practices and ensure compliance with site HSE, security, and operational requirements.

Qualifications

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• Minimum 5–8 years of experience in Desktop Support, IT Support, or End-User Computing, including 2–3 years in a supervisory or team lead role.
• Strong hands-on experience supporting Windows endpoints, Microsoft 365, printers, peripherals, mobile devices, and office applications.
• Good knowledge of ITSM, ITIL, endpoint management, ticketing systems, remote support tools, and IT asset management.
• Practical understanding of endpoint cybersecurity, including antivirus/EDR, patching, encryption, account security, and data protection.
• Experience coordinating vendors, warranty services, and onsite IT support providers.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• ITIL Foundation certification is preferred; Microsoft, CompTIA A+/Network+/Security+, or equivalent certifications are an advantage.
• Willing to work in a site-based mining or remote operational environment.

Tentang Perusahaan
PT Masmindo Dwi Area (Masmindo), a member of Indika Energy Group, is dedicated to becoming Indonesia's next Gold Producer through the development of the Awak Mas Gold Project.
The Awak Mas Gold Project is located in the Latimojong District, Luwu Regency, South Sulawesi.
With its values of MATAPPA (Measurable, Accountable, Teamwork, Agility, Persistent, and PAssionate), Masmindo is commit-operating operate by applying Good Mining Practices, including carrying out high safety standards, social response, ability, and environmental protection, as well as sharing the benefits to stakeholders, especially communities around the site.