Lead IT Help Desk — Tech Support Leader in NYC

Mploylab; New York (NY); On-site; USD 140,000 - 160,000; Full time

Job summary

Mploylab in New York, NY seeks a results-driven Lead, Technology Help Desk to oversee day-to-day IT Help Desk operations and ensure professional, efficient technical support across locations.

The ideal candidate will have strong leadership, extensive ServiceNow experience, Apple device support, and a calm, analytical approach to resolving complex issues while driving process improvements.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years of experience with ServiceNow.
• 3–5 years in a Help Desk Manager or Senior IT Lead role managing 5+ team members.
• 2+ years of Apple configuration and support experience (iPads, iOS, iPhones, MacBooks, etc.).
• Excellent analytical, troubleshooting, and leadership skills.
• Strong customer service focus and ability to work under pressure.

Responsibilities

• Manage and evaluate Help Desk team performance.
• Mentor, train, and conduct performance reviews.
• Oversee vendor relationships for Help Desk tools and services.
• Create daily, weekly, and monthly performance reports.
• Provide in-person and remote technical support when needed.
• Develop and deliver technical training for new hires.
• Troubleshoot and resolve advanced technical issues.
• Manage escalations and ensure timely issue resolution.
• Recommend and implement process improvements.
• Maintain confidentiality and data security in all operations.
• Travel between office and site locations as needed.
• Support additional technology initiatives and projects.

Job description

Mploylab in New York, NY seeks a results-driven Lead, Technology Help Desk to oversee day-to-day IT Help Desk operations and ensure professional, efficient technical support across locations.

The ideal candidate will have strong leadership, extensive ServiceNow experience, Apple device support, and a calm, analytical approach to resolving complex issues while driving process improvements.