IT Support Team Lead

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

Job summary

Experis is seeking an IT Support Team Lead to provide exceptional technical support for employees and executives across the United States. This role leads the IT support team, manages high-priority incidents, and ensures critical business operations run smoothly.

The ideal candidate has hands-on experience with Windows 11, Microsoft 365, Active Directory, and mobile devices, combining strong troubleshooting with a service-first mindset to partner with senior leaders and key partners.

Qualifications

• Experience leading IT support teams and delivering high touch service.
• Strong troubleshooting and communication skills with executive stakeholders.
• Familiarity with incident, request, problem and change management.

Responsibilities

• Lead, mentor, and guide IT support team members with accountability and service focus.
• Provide Tier 1–3 IT support for regional employees and executives.
• Be first point of contact for high-priority incidents and requests.
• Deliver executive support and build relationships with senior leaders.
• Manage tickets in ServiceNow and ensure timely resolution.
• Troubleshoot Windows 11, M365, AD, and related tech.
• Support Apple/Android devices and basic macOS support.
• Diagnose hardware/software/network/printing issues.
• Support conference room tech and collaboration tools.
• Coordinate escalations with internal teams and vendors.
• Participate in desk-side support, moves, and hands-on work.
• Travel 20% to US offices for executives' meetings.
• Occasional after-hours, weekend, and holiday support.

Skills

Team leadership

Troubleshooting

Customer service

Communication

Incident management

Change management

ServiceNow

Executive support

Remote support

ITIL knowledge

Tools

ServiceNow

Remote support tools

Microsoft 365

Active Directory

Microsoft Teams

Zoom

Cisco Webex

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.