Lead Engineer, IT Support, HelpDesk​/Support

Our client is a trusted IT infrastructure and managed services provider serving enterprise customers worldwide. Based out of New York City, they are looking to hire a Lead Engineer on a Contract basis.

Contract Duration:
Contract to the end of 2026 (Potential for extension or conversion)

• 4+ years of experience in desktop support, deskside support, end-user computing, or onsite IT support within an enterprise environment.
• Previous experience serving as a Team Lead, Shift Lead, Senior Desktop Support Technician, or escalation point for an onsite support team.
• Strong hands-on experience with IMAC (Install, Move, Add, Change) activities, including workstation setups, hardware moves, equipment deployments, peripherals, and end-user technology.
• Experience supporting and troubleshooting Windows workstations, laptops, docking stations, monitors, printers, and other end-user hardware and peripherals.
• Experience performing conference room/meeting room technology checks, identifying issues, documenting findings, and coordinating resolution with appropriate support teams.
• Strong experience working within an ITSM/ticketing environment, including monitoring ticket queues, prioritizing work, managing aging tickets, and maintaining accurate ticket documentation.
• Working knowledge of SLAs, KPIs, ticket aging, queue management, and other service delivery metrics, with the ability to identify and elevate service risks.
• Experience assigning and balancing workloads across a support team while remaining actively involved in hands-on service delivery.
• Ability to provide technical guidance, coaching, and escalation support to desktop/onsite support technicians.
• Experience creating, maintaining, and following SOPs, knowledge documentation, shift handoff procedures, and escalation processes.
• Experience with IT asset management and inventory processes, including equipment tracking, deployment readiness, and maintaining accurate asset information.
• Strong communication and customer service skills with the ability to work effectively with end users, technical teams, leadership, and client stakeholders.

• Leading the PM shift team from 1:00 PM to 10:00 PM while actively participating in service delivery to ensure coverage, task ownership, and service continuity.
• Owning and performing PM shift IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests as required.
• Ensuring conference room checks are completed, issues are documented, and follow-up activity is coordinated with the appropriate teams.
• Monitoring ticket queues, SLAs, KPIs, aging work, and operational trends to identify risk and drive timely resolution.
• Balancing ticket load across the team to support productivity and consistent service delivery.
• Maintaining accurate ticket updates, asset information, handoff notes, and operational reporting where required.
• Providing technical and procedural guidance to onsite staff during the shift and escalating service risks as needed.
• Developing, updating, and reinforcing SOPs to standardize work execution, shift handoffs, escalation paths, and client specific support processes.
• Coordinating equipment readiness, deployment activity, inventory related support, and follow-up actions connected to desks, peripherals, and end user hardware.
• Supporting cross team training and knowledge sharing to improve coverage across IMAC, desktop support, conference room support, and queue management functions.

• Medical Insurance - Four medical plans to choose from for you and your family
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k)
• Legal and Identity Protection Plans
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy.

Applicants need to make their needs known in advance.