IT Help Desk Lead — Hands-On & Customer-Focused

lnkintl; Hauppauge (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

LNK International is seeking a knowledgeable Help Desk Supervisor to oversee daily operations and ensure prompt, professional support for all end users. This role combines supervisory duties with hands-on ticket handling and direct contributions to ticket workload.

The position requires strong technical knowledge of computer systems, software, networking, and support tools, with experience in Windows 10/11, M365, Azure, and AV technologies.

Qualifications

• Experience as Help Desk Supervisor or Senior Technician.
• Strong knowledge of computer systems, software, networking, and support tools.
• Proficiency with Windows 10/11, M365, Azure, Active Directory, and AV technologies.
• Ability to perform daily hands-on help desk support tasks.

Responsibilities

• Supervise day-to-day Help Desk operations and support request workflows.
• Provide leadership, coaching, and technical guidance to help desk technicians and build a strong working team with a customer-focused attitude.
• Ensure timely and effective resolution of end-user issues.
• Actively work on help desk tickets, including troubleshooting, resolving, and documenting technical issues.
• Perform hands-on technical tasks such as account provisioning, system troubleshooting, and hardware/software support.
• Monitor performance metrics and prepare operational reports.
• Respond to escalated issues and ensure proper resolution.
• Maintain service standards, escalation procedures, and technical documentation.
• Identify process improvements and contribute to support optimization.
• Coordinate technician training and development.
• Oversee help sheets, usage guides, and FAQ materials.
• Research new technologies and make recommendations to support Help Desk operations.

Skills

Help Desk Leadership

Windows 10/11

M365

Azure

Active Directory

Ticketing systems

Remote support

Customer service

Networking basics

Troubleshooting

Education

Associate degree or CompTIA A+ certification with 2+ years of experience

Tools

Remote support tools

AV technologies

Job description

LNK International is seeking a knowledgeable Help Desk Supervisor to oversee daily operations and ensure prompt, professional support for all end users. This role combines supervisory duties with hands-on ticket handling and direct contributions to ticket workload.

The position requires strong technical knowledge of computer systems, software, networking, and support tools, with experience in Windows 10/11, M365, Azure, and AV technologies.