At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.
The Desktop Support Supervisor is part of the End User Service and Mobility team and oversees technology operations across the organization.
This position oversees a team of desktop support technicians who provide front-line technical assistance for hardware, software, and enterprise systems. The supervisor ensures that all support activities align with organizational standards, security policies, and service-level agreements.
In addition to managing day-to-day operations, the Desktop Support Supervisor plays a strategic role in planning and implementing technology initiatives. The role requires strong technical expertise, leadership skills, and a customer-focused mindset to deliver exceptional service and minimize downtime. By driving process improvements and fostering a culture of accountability, this position contributes directly to operational efficiency and employee productivity.
We enable employees to work seamlessly by maintaining reliable technology systems and delivering exceptional support. Our team ensures that every user has the tools and assistance needed to perform at their best, driving productivity and operational excellence across the organization. By proactively managing technology and resolving issues quickly, we minimize downtime and empower teams to focus on strategic goals.
As a Desktop Support Supervisor, you will:
Lead and mentor a team of desktop support technicians, fostering a culture of collaboration and accountability.
Oversee daily operations, ensuring timely resolution of incidents and adherence to SLAs.
Act as an escalation point for complex technical issues and provide VIP support for executives.
Drive process improvements and participate in technology rollouts, including OS upgrades and enterprise application implementations.
Maintain compliance with security policies, manage risk, and ensure accurate asset inventories.
Collaborate with EUS leadership to align support strategies with organizational objectives and contribute to long-term planning.
Bachelor’s degree in IT or related field (or equivalent experience).
8+ years of experience in desktop support
Preferred 2+ years in a supervisory or team lead role.
Proven experience supporting chat support services (e.g., ServiceNow Virtual Agent, Teams chat-based support, or similar), including queue management and response quality.
PowerShell scripting proficiency for automation, reporting and bulk administrative actions.
Strong working knowledge of Microsoft 365 (Office 365) administration (Outlook/Exchange Online, OneDrive, SharePoint, Teams) and end-user support.
Hands-on experience with Active Directory (user/group management, Group Policy fundamentals, basic OU hygiene, workstation joins) and identity troubleshooting.
Proficiency with ITSM tools (e.g., ServiceNow) and deep knowledge of Windows and macOS endpoint management, imaging, and software deployment.
Technical expertise in network infrastructure fundamentals, Virtual Desktop Infrastructure (VDI) environments, and call center Interactive Voice Response (IVR) solutions.
Experience with hardware lifecycle management, security compliance, and asset control.
Excellent leadership, communication, and problem-solving skills; demonstrated ability to manage high-performing teams and deliver exceptional customer service.
Lead by example—set clear expectations, coach continuously, and cultivate accountability.
Diagnose complex issues across endpoint, identity, and collaboration platforms; know when and how to escalate.
Communicate clearly with executives and frontline employees alike—translating technical details into business value.
Anticipate operational risks; use data and metrics to drive process improvements and prevent recurrence.
Maintain rigor in compliance, security, and asset management while keeping user experience front and center.
Current Freddie Mac employees please apply through the internal career site.
We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
A safe and secure environment is critical to Freddie Mac’s business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.
CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.
Time-type:Full timeFLSA Status:ExemptFreddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.
This position has an annualized market-based salary range of $102,000 - $152,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.