PM Shift Lead Desktop Support Engineer – Hands-On Leader

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, 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.