Lead, Technology Help Desk

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

Location: New York, NYWe’re seeking a results-driven Lead, Technology Help Desk to oversee day-to-day operations of the IT Help Desk and ensure employees receive professional, efficient technical support. The ideal candidate is an experienced leader with excellent communication, troubleshooting, and conflict management skills who thrives in a fast-paced environment.

Position Overview

The Lead, Technology Help Desk will manage a team of technicians, oversee service quality, and handle escalations. This role involves maintaining vendor relationships, monitoring team performance, and improving operational efficiency across multiple locations.

Key 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.

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.

Key Traits

• Exceptional communication and interpersonal skills.
• Calm, methodical approach to resolving technical issues.
• Logical, detail-oriented problem-solving abilities.
• Adaptability in shifting priorities and fast-changing environments.
• Collaborative, transparent, and proactive mindset.
• Commitment to continuous improvement.

Compensation

Salary Range: $140,000 – $160,000 USD (depending on experience and qualifications)