IT Support Team Lead

Experis Technology Group; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

ManpowerGroup Global, Inc. in New York, NY seeks an IT Support Team Lead to provide high-level technical support for employees, executives, and senior stakeholders across the United States.

This role serves as the primary point of contact for high-priority IT incidents and requests, delivering white-glove support while ensuring critical business operations run smoothly. The ideal candidate is a hands-on technical professional with strong troubleshooting expertise, a service-first mindset, and

Qualifications

• Experience leading IT support teams or equivalent roles.
• Strong troubleshooting across Windows 11 and Microsoft 365.
• Proven ability to support executive users and high-priority incidents.
• Excellent communication and customer service skills.
• Familiarity with ITIL processes is a plus.

Responsibilities

• Lead, mentor, and guide IT support team members, promoting accountability and service excellence.
• Provide Tier 1–3 support for regional employees and executives, including high-priority incidents.
• Serve as the first point of contact for critical service requests and incidents.
• Deliver executive support and build relationships with senior leaders and partners.
• Manage tickets through ServiceNow with timely updates and resolutions.
• Troubleshoot Windows 11, Microsoft 365, Active Directory, and Apple devices.
• Support mobile devices and basic macOS, plus conferencing and AV systems.
• Diagnose hardware, software, network, and connectivity issues; coordinate escalations.
• Participate in desk-side support, office moves, and hands-on IT tasks.
• Travel ~20% to US office locations to support executives at meetings/events.
• Provide after-hours/weekend support as needed.

Skills

Windows 11

Microsoft 365

Active Directory

Apple devices

Executive support

Troubleshooting

Customer service

Communication

Education

Bachelor's degree in IT/CS

ITIL knowledge

Tools

ServiceNow

Remote support tools

Conference room tech

Job description

Job Title: IT Support Team Lead

Location: New York, NY

We are seeking an experienced and customer-focused IT Support Lead to provide exceptional technical support for employees, executives, and senior business stakeholders across the United States. This role serves as the primary point of contact for high-priority IT incidents and requests, delivering white-glove support while ensuring critical business operations run smoothly.

The ideal candidate is a hands-on technical professional with strong troubleshooting expertise, a service-first mindset, and experience supporting Microsoft environments, mobile technologies, collaboration platforms, and executive users

Responsibilities:

• Lead, mentor, and provide day-to-day guidance to IT support team members, fostering a culture of accountability, collaboration, and exceptional customer service.
• Provide Tier 1 through Tier 3 IT support for regional employees and executive stakeholders.
• Serve as the first point of contact for high-priority incidents and service requests.
• Deliver exceptional executive support and build strong relationships with senior leaders and key business partners.
• Manage and resolve support tickets through ServiceNow, ensuring timely communication and resolution.
• Troubleshoot and support Microsoft Windows 11, Microsoft 365, Active Directory, and related technologies.
• Provide advanced support for Apple and Android mobile devices and basic support for macOS environments.
• Diagnose and resolve hardware, software, network, printing, and connectivity issues.
• Support and maintain conference room technology, audiovisual systems, and collaboration tools.
• Coordinate escalations and work closely with internal support teams and third-party vendors to resolve complex issues.
• Participate in desk-side support, office moves, home visits, and other hands-on technical support activities.
• Travel (20%) to U.S. office locations to support executives during business-critical meetings and events.
• Provide occasional after-hours, weekend, and holiday support as business needs require.

Qualifications:

• Prior experience as a Team Lead, Help Desk Manager, IT Support Supervisor, Desktop Support Lead, or Service Desk Lead.
• Strong experience supporting Windows 11, Microsoft 365, Active Directory, and Apple devices.
• Excellent troubleshooting, communication, and customer service skills.
• Experience with incident, request, problem, and change management processes.
• Knowledge of video conferencing and collaboration technologies, including: Microsoft Teams, Zoom, Cisco Webex, WhatsApp
• Familiarity with ServiceNow or similar IT service management platforms.
• Experience using remote support tools and troubleshooting end-user technologies.
• ITIL 4 certification or knowledge of ITIL principles is a plus.

About ManpowerGroup, Parent Company of: Manpower, Experis and Talent Solutions

Experis is a global leader in technology services and part of the ManpowerGroup (NYSE: MAN) family of brands. We connect skilled technology professionals with meaningful opportunities where they can grow their careers, expand their expertise and make a real impact. Guided by the belief that it takes Human Ingenuity to unlock the true potential of technology, Experis helps people gain experience with leading organizations, build sought‑after skills and take the next step toward a brighter future. Backed by ManpowerGroup's 75+ years of workforce expertise and global reach across more than 70 countries and territories, Experis brings the scale, insight and opportunity to help people and businesses thrive. ManpowerGroup is consistently recognized for its commitment to inclusion, ethics and responsible business, including being named one of the World's Most Ethical Companies. Learn more at Experis.com.