Help Desk Lead

Job Title:

Help Desk Lead

Location:

Jersey City, NJ - 5 days onsite

Duration: 12 months

We are seeking an experienced Help Desk Lead to manage our global IT support operations and ensure a high standard of end‑user technology experience across the organization. This role combines hands‑on technical expertise with leadership responsibilities, overseeing endpoint management, application administration, and IT service delivery for a hybrid environment of Windows and macOS devices.

• Lead the help desk team, setting performance standards and ensuring timely, high‑quality technical support across all offices.
• Establish, document, and continuously improve IT service delivery processes (ticket triage, escalation, SLA management, etc.).
• Collaborate with IT leadership on technology planning, infrastructure upgrades, and security initiatives.
• Oversee deployment, configuration, and lifecycle management of endpoints (Windows PCs and Macs).
• Administer and maintain Microsoft Intune and Manage Engine for device provisioning, policy enforcement, and remote management.
• Implement and monitor OS and software patch management programs for both Windows and macOS environments.
• Maintain hardware inventories and enforce compliance with corporate security standards.

• Serve as the primary administrator for core enterprise applications, including Microsoft 365, Zoom, and Adobe Creative Cloud / Acrobat.
• Manage user onboarding/offboarding workflows, group policies, and license allocations.
• Coordinate with vendors and internal stakeholders to ensure application uptime, integration, and data integrity.

• Configure, maintain, and support Crestron‑based conference room systems, ensuring seamless meeting experiences.
• Troubleshoot AV, conferencing, and connectivity issues in collaboration with facilities and network teams.

• Partner with the Info Sec team to enforce endpoint and application security best practices.
• Support audits and compliance initiatives through reporting and documentation of IT processes.
• Ensure adherence to identity management, access control, and encryption policies.

• 5+ years in IT support or help‑desk operations, with at least 2 years in a leadership or senior technician role.
• Strong expertise in Microsoft Intune, Manage Engine, and enterprise endpoint management.
• Proven experience administering Microsoft 365, Zoom, and Adobe enterprise platforms.
• Proficiency with both Windows and macOS operating systems, including software deployment, imaging, and patching.
• Hands‑on experience with Crestron systems or similar AV/conference technologies.
• Solid understanding of ITIL principles, change management, and incident response processes.
• Excellent communication, documentation, and leadership skills.
• Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, ITIL Foundation) are a plus.

Seniority level: Mid‑Senior level

Employment type: Contract

Job function: Information Technology

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