Job Description
Job Description
We value the time and privacy of every candidate who applies. To make sure real people don't get lost in the process, we use a structured hiring process that helps qualified applicants receive the attention they deserve. This includes several steps, with an in-person, skill-based interview as the final stage.
Job Title: IT Support/Helpdesk Leader
Location: New York, NY, US (Hybrid)
Note: No third-party candidates please.
Overview
Were looking for an IT Support/Helpdesk Manager to lead and shape a Service Desk in a 24/7 environment. This role manages a local team, oversees Tier 1 and Tier 2 support, and drives improvements that make the user experience faster, smoother, and more reliable.
Key Responsibilities
- Lead and mentor the support team; manage scheduling, coverage, and daily workflow.
- Oversee end-user support for desktops, laptops, mobile devices, applications, and connectivity.
- Reduce escalations and improve first-call resolution by refining processes and training.
- Review recurring issues, spot trends, and recommend practical fixes.
- Keep support documentation and knowledge base materials updated.
- Track service metrics and communicate performance to IT leadership.
- Partner with other IT teams on projects, equipment updates, and system rollouts.
- Ensure adherence to IT policies and support standards.
Qualifications
- 6+ years of end-user support experience, with at least 3 years in a supervisory role.
- Strong background in Windows environments, Microsoft Office, and general hardware/software support.
- Proven ability to improve workflows, shorten resolution times, and strengthen user experience.
- Strong communication and leadership skills; comfortable guiding a team in a fast-paced environment.
- Experience in time-sensitive industries (legal or financial) is a plus.
- Able to manage multiple priorities with attention to detail.
Who Succeeds in This Role
- Someone who likes solving problems and improving processes, not just maintaining the status quo.
- A steady, approachable leader who lifts team performance.
- Someone who understands urgency and can communicate clearly with non-technical users.