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IT Supervisor - Deskside Support in Woodland Hills, CA or Phoenix, AZ (Hybrid)

34446

We are Farmers – where ambition meets opportunity.

 

At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

 

Join an award-winning,  equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

 

Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let’s build something incredible together!

 

Workplace:  Hybrid ( #LI-Hybrid ) 

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

  • Leads and manages a team of deskside support engineers providing advanced onsite technical support to all employees, including white-glove service for Executive Staff. Ensures the team delivers exceptional customer experiences through rapid troubleshooting, proactive problem resolution, and continuous service improvement. Responsible for day-to-day team operations, workload prioritization, performance management, and professional development of direct reports. 
  • Drives the adoption of Generative AI tools and modern support methodologies to shift the deskside support model from reactive break-fix to proactive, predictive, and self-healing solutions. Champions process improvements by combining hands-on technical leadership with AI-assisted diagnostics, knowledge management, and automation opportunities. 
  • Collaborate with peer managers, infrastructure teams, vendors, and business stakeholders to align deskside support operations with broader IT strategy and enterprise initiatives. Manages escalations, coordinates major incident response for end-user impacting issues, and ensures compliance with corporate IT policies, security standards, and service level agreements. Participates in an on-call rotation for critical after-hours executive support needs. 

What You'll Do

  • Supervise, coach, and develop a team of Client Systems Engineers providing deskside support across corporate office locations. 

  • Oversee delivery of VIP/Executive white-glove support, ensuring professionalism, discretion, and rapid resolution of all executive technology needs. 

  • Manage daily team operations including ticket queue management, workload balancing, shift scheduling, and on-call rotation coverage. 

  • Conduct regular one-on-ones, performance reviews, and career development conversations; identify training needs and growth opportunities for team members. 

  • Serve as the escalation point for complex technical issues involving applications, hardware, access, databases, mobile devices, and peripherals in an enterprise environment. 

  • Drive adoption of AI-enabled support tools and workflows to improve first-contact resolution rates, reduce mean time to resolution, and enable proactive issue detection. 

     

 

What You'll Do (Continued)

 
  • Participates in relevant SAFe ceremonies (PI Planning, Iteration Planning, Inspect & Adapt) to ensure visibility, accountability, and continuous improvement of support services. 

  • Manage small-to-medium projects such as hardware deployments, technology refreshes, office buildouts, and remediation efforts. 

  • Coordinate with peer managers, infrastructure teams, and vendors to resolve cross-functional issues and align enterprise IT initiatives. 

  • Monitor team metrics and KPIs; produce regular reports on support volume, SLA compliance, customer satisfaction, and team performance. 

  • Enforce data integrity, security, and compliance with corporate policies and IT best practices across the deskside support function. 

What You’ll Bring

  • Level III: 5 years in an IT environment, including 2 years in a managerial role or 1 year as a Program Manager II.

  • Five or more years of progressive technical experience in deskside support, desktop engineering, or a related IT discipline in an enterprise environment. 

  • Two or more years of direct people management or team lead experience, including performance management, coaching, and professional development. 

  • Demonstrated experience supporting VIP or executive-level end users with white-glove service expectations. 

  • Strong understanding of ITIL-based service management practices and experience working within a structured ITSM environment. 

  • Proven ability to manage multiple priorities, projects, and escalations simultaneously in a fast-paced environment. 

  • Working knowledge of SAFe Agile principles and experience operating within a SAFe/Agile delivery environment. 

Education Requirements

  • High school diploma or equivalent required.
  • Bachelor’s degree preferred or equivalent, relevant experience.

Preferred Certifications & Tools

Certifications: 

  • CompTIA A+ 

  • ITIL Foundation (or higher). 

  • Microsoft Certified: Modern Desktop Administrator Associate. 

  • SAFe Practitioner (SP) – SAFe for Teams. 

  

Tools & Technologies: 

  • Microsoft Endpoint Manager (SCCM / Intune). 
  • ServiceNow or similar ITSM platform. 
  • Active Directory & Group Policy. 
  • MDM device management platforms (Intune, Jamf, or similar). 
  • Microsoft Copilot and AI-enabled support tools. 
  • Conference room AV and collaboration technology (Teams Rooms, Zoom Rooms). 

Special Skill Requirements

  • Professionalism, discretion, and sound judgment when handling sensitive executive data and confidential information. 

  • Ability to work under pressure, manage critical incidents, and make effective decisions during on-call situations. 

  • Strong organizational, analytical, and problem-solving skills. 

  • Experience building and maintaining team culture, morale, and engagement in a hybrid work environment. 

  • Ability to lift and move computer equipment as needed. 

  • Provide support for Executive Board meetings which may require travel and in-person presence. 

  • May require occasional travel between corporate office locations. 

Benefits

  • Farmers offers a competitive salary commensurate with experience, qualifications and location.
    o CA Only: $102,450 - $174,240
    o CO Only: $96,075 - $150,260 
    o HI/IL/MN/VT Only: $96,075 - $160,710
    o MA Only: $96,075 - $160,710 
  • o MD Only: $96,075 - $160,710
    o DC/NJ/NY/OH Only: $96,075 - $174,240 
             o Albany County, NY/Cleveland, OH: $102,450 - $150,260 
    o WA Only:  $96,075 - $182,625 
  • Bonus Opportunity (based on Company and Individual Performance)
  • 401(k)
  • Medical
  • Dental
  • Vision
  • Health Savings and Flexible Spending Accounts
  • Life Insurance
  • Paid Time Off
  • Paid Parental Leave
  • Tuition Assistance
  • For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer

 

Job Location(s): US - AZ - Phoenix, US - CA - WdlndHills-6301, US - CA - WdlndHills-6303, US - CA - Woodland Hills

 

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

 

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law.  Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

 

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. 

 

Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

 

Spokane, WA only:  Residents who prefer not to provide their address click here to submit your resume via email: careers@farmers.com


Nearest Major Market: Phoenix

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