Lead, Technology Help Desk
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-09-12
Listing for:
Mploylab
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Location:
New York, NYWe’re seeking a results-driven Lead, Technology Help Desk to oversee day-to-day operations of the IT Help Desk and ensure employees receive professional, efficient technical support. The ideal candidate is an experienced leader with excellent communication, troubleshooting, and conflict management skills who thrives in a fast-paced environment.
The Lead, Technology Help Desk will manage a team of technicians, oversee service quality, and handle escalations. This role involves maintaining vendor relationships, monitoring team performance, and improving operational efficiency across multiple locations.
Key Responsibilities- Manage and evaluate Help Desk team performance.
- Mentor, train, and conduct performance reviews.
- Oversee vendor relationships for Help Desk tools and services.
- Create daily, weekly, and monthly performance reports.
- Provide in-person and remote technical support when needed.
- Develop and deliver technical training for new hires.
- Troubleshoot and resolve advanced technical issues.
- Manage escalations and ensure timely issue resolution.
- Recommend and implement process improvements.
- Maintain confidentiality and data security in all operations.
- Travel between office and site locations as needed.
- Support additional technology initiatives and projects.
- Bachelor’s degree or equivalent work experience.
- 3+ years of experience with Service Now.
- 3–5 years in a Help Desk Manager or Senior IT Lead role managing 5+ team members.
- 2+ years of Apple configuration and support experience (iPads, iOS, iPhones, Mac Books, etc.).
- Excellent analytical, troubleshooting, and leadership skills.
- Strong customer service focus and ability to work under pressure.
- Exceptional communication and interpersonal skills.
- Calm, methodical approach to resolving technical issues.
- Logical, detail-oriented problem-solving abilities.
- Adaptability in shifting priorities and fast-changing environments.
- Collaborative, transparent, and proactive mindset.
- Commitment to continuous improvement.
Salary Range: $140,000 – $160,000 USD (depending on experience and qualifications)
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