Help Desk Supervisor

Attention Arc; Village of Irvington (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

Attention Arc is seeking a Help Desk Supervisor to lead our IT frontline, ensuring timely, accurate support for all colleagues across the agency. You will manage the help desk team, triage requests, and uphold service level commitments while partnering with IT leadership on ongoing system improvements.

The role emphasizes hands-on leadership, prioritizing people-first service, skill development, and proactive issue resolution to keep teams productive and connected in a fast-paced media

Qualifications

• Leadership experience in IT help desk environments.
• Experience guiding Tier 1/2 technicians.
• Strong focus on SLAs and service delivery.

Responsibilities

• Lead day-to-day IT help desk operations, triaging and resolving requests per SLAs.
• Manage IT ticketing system, workflows, escalation, reporting.
• Monitor queues, backlogs, resolution times, and recurring issues.
• Escalate complex issues to IT Infrastructure Manager or vendors.
• Develop SOPs, guides, FAQs, and self-service resources.
• Supervise and coach Tier 1/2 technicians; provide feedback and development.
• Align staffing with broader IT objectives.

Job description

Information Technology | The Problem Solvers

We are a 1,000-piece puzzle. Each of us is essential, interconnected, and intentionally designed. Together, we create something powerful: media that matters, growth that lasts, and a culture we are proud to build.

As part of our Information Technology team, you're one ofThe Problem Solvers, helping make sure our people have the tools, systems, and support they need to do their best work. From resolving everyday technology challenges to keeping our teams connected across offices, our IT team brings the expertise, responsiveness, and thoughtful solutions that keep the agency moving. We believe great technology should make work easier, not more complicated, and that the support we provide behind the scenes has a direct impact on the work we bring to life.

WHAT YOU'LL DO

As ourHelp Desk Supervisor, you'll report directly to the IT Infrastructure Manager and lead the frontline support team responsible for keeping Attention Arc's people productive, connected, and supported. You'll oversee daily help desk operations, guide and develop our IT Help Desk Technicians, and ensure technology issues are resolved with the right balance of speed, accuracy, and care.

This is a hands-on leadership role for someone who has built a strong foundation in technical support and understands how to translate that expertise into a reliable, people-first service experience. You'll bring structure to help desk operations, confidence to complex technical challenges, and a proactive approach to identifying issues before they disrupt our teams.

You'll also be a trusted partner across the agency, supporting everything from everyday technology needs to high-priority client presentations, agency events, and system rollouts. You'll help connect frontline support with our broader IT infrastructure priorities, ensuring our technology experience keeps pace with the needs of a growing, performance-driven media agency.

Key Responsibilities

Help Desk Operations & Service Delivery

Lead day-to-day IT help desk operations, ensuring support requests are properly triaged, prioritized, assigned, and resolved within established service-level agreements (SLAs).

Manage the IT ticketing system, including ticket workflows, escalation procedures, service categories, and reporting, to maintain a consistent and responsive support experience.

Monitor incoming requests, ticket backlogs, resolution times, and recurring issues, proactively addressing service gaps and opportunities for improvement.

Serve as the escalation point for complex hardware, software, connectivity, and user-access issues, partnering with the IT Infrastructure Manager or external vendors when additional expertise is needed.

Establish clear support processes and service expectations that help employees receive timely, accurate, and thoughtful assistance.

Develop and maintain internal documentation, standard operating procedures (SOPs), troubleshooting guides, FAQs, and self-service resources to improve support consistency and efficiency.

Directly supervise, schedule, coach, and support Tier 1 and Tier 2 IT Help Desk Technicians, ensuring appropriate coverage and clear accountability across the team.

Provide technical guidance and escalation support, helping technicians build troubleshooting skills, confidence, and sound judgment.

Set performance expectations, provide ongoing feedback, and conduct performance evaluations that support individual development and team effectiveness.

Identify training needs and create opportunities for technicians to expand their technical knowledge, customer service capabilities, and problem-solving skills.

Foster a collaborative, service-oriented team environment where people feel supported, take ownership, and work together to solve challenges.

Partner with the IT Infrastructure Manager to align help desk staffing, priorities, and development needs with broader IT objectives.

Technical Support & Agency Technology

Provide advanced troubleshooting and support across Windows and macOS environments, including desktops, laptops, peripherals, operating systems, and standard business applications.

Support collaboration and productivity platforms, including Microsoft 365, Google Workspace, Slack, Teams, and other agency technology tools.

Assist employees using creative and production applications, including Adobe Creative Cloud and video editing software, escalating specialized issues when needed.

Troubleshoot common network connectivity, VPN, wireless access, cloud storage, and file-sharing issues, including workflows involving large media and creative assets.