Lead Desktop Support Engineer – PM Shift

IDR, Inc.; New York (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Full Benefits

Employee Stock Ownership Program

Job summary

IDR, Inc. is seeking a Lead Desktop Support Engineer for the PM shift in New York, NY. This hands-on leadership role blends technical support with team ownership to ensure high-quality service delivery.

As PM shift lead, you will perform IMAC tasks, hardware deployments, desk setups, and end-user support; manage tickets, SLAs and KPIs; and mentor onsite staff in a client-facing environment. Competitive benefits included.

Qualifications

• It is a lead or senior-level desktop/end-user support role.
• Experience with IMAC tasks and hardware deployments is required.
• Strong ability to manage tickets, SLAs and KPIs and document processes.

Responsibilities

• Lead the PM shift team from 1:00 PM to 10:00 PM with ownership of tasks.
• Perform IMAC tasks, hardware deployments, desk setups and end-user support.
• Manage ticket queues, SLAs and KPIs to sustain productivity and service levels.
• Provide technical and procedural guidance to onsite staff and handle escalations.
• Coordinate conference room checks, equipment readiness and inventory support.

Skills

Lead/Desktop Support

IMAC & hardware deployments

Ticket queue management

SLA/KPI management

Documentation & communication

Client-facing onsite

Job description

IDR is seeking a Lead Desktop Support Engineer – PM Shift to join one of our top clients in New York, NY. This role is perfect for a dynamic individual who thrives in a leadership position while remaining hands-on with technical support. If you are looking for an opportunity to join a growing organization and work within an ever-growing team-oriented culture, please apply today!

Position Overview/Responsibilities for the Lead Desktop Support Engineer – PM Shift:

• Lead the PM shift team from 1:00 PM to 10:00 PM, ensuring seamless service delivery and task ownership.
• Perform hands-on tasks such as IMAC activities, hardware deployments, desk setups, and end-user support.
• Manage ticket queues, SLAs, and KPIs to maintain productivity and service levels.
• Provide technical and procedural guidance to the onsite support staff and manage escalations.
• Coordinate conference room checks, equipment readiness, and inventory support.

Required Skills for Lead Desktop Support Engineer – PM Shift:

• Proven experience in a lead or senior-level desktop/end-user support role.
• Strong hands-on experience with IMAC, hardware deployments, and equipment moves.
• Proficiency in managing ticket queues, SLAs, and KPIs.
• Excellent documentation and communication skills.
• Ability to work effectively in a client-facing onsite environment.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry-leading organization
• Close-knit and team-oriented culture

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row