Lead, Technology Help Desk

Job Description

Job Description

Location : New York, NY

We’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.

Position Overview

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.

Qualifications

Key Traits

Compensation

Salary Range : $140,000 – $160,000 USD (depending on experience and qualifications)