What are the responsibilities and job description for the IT Support/Helpdesk Leader position at Greenpeakstaffing?
We value the time and privacy of every candidate who applies. To make sure real people dont get lost in the process, we use a structured hiring process that helps qualified applicants receive the attention they deserve. This includes several steps, with an in-person, skill-based interview as the final stage.Job Title: IT Support/Helpdesk Leader Location: New York, NY, US (Hybrid)Note: No third-party candidates please.OverviewWere looking for an IT Support/Helpdesk Manager to lead and shape a Service Desk in a 24/7 environment. This role manages a local team, oversees Tier 1 and Tier 2 support, and drives improvements that make the user experience faster, smoother, and more reliable.Key ResponsibilitiesLead and mentor the support team; manage scheduling, coverage, and daily workflow.Oversee end-user support for desktops, laptops, mobile devices, applications, and connectivity.Reduce escalations and improve first-call resolution by refining processes and training.Review recurring issues, spot trends, and recommend practical fixes.Keep support documentation and knowledge base materials updated.Track service metrics and communicate performance to IT leadership.Partner with other IT teams on projects, equipment updates, and system rollouts.Ensure adherence to IT policies and support standards.Qualifications6 years of end-user support experience, with at least 3 years in a supervisory role.Strong background in Windows environments, Microsoft Office, and general hardware/software support.Proven ability to improve workflows, shorten resolution times, and strengthen user experience.Strong communication and leadership skills; comfortable guiding a team in a fast-paced environment.Experience in time-sensitive industries (legal or financial) is a plus.Able to manage multiple priorities with attention to detail.Who Succeeds in This RoleSomeone who likes solving problems and improving processes, not just maintaining the status quo.A steady, approachable leader who lifts team performance.Someone who understands urgency and can communicate clearly with non-technical users.