Lead IT Help Desk — People-First Support Leader

Attention Arc; Village of Irvington (NY); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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