The Execu|Search Group Looking for Lead Helpdesk Support Technician at New York, NY Full Time

A nonprofit organization in New York City is currently seeking an experienced IT professional to join their staff as their new Lead Helpdesk Support Technician. In this role, the Lead Helpdesk Support Technician will be responsible for providing support to end-users globally and being the primary point of contact for escalations from Tier 2 and Priority 1 issues, and VIP issues.

Responsibilities:

The Lead Helpdesk Support Technician will:

• Work with the Help Desk Manager to actively manage help desk operation including tracking and monitoring of IT performance, assignment of internal and external resources for coverage
• Act as escalation for all help desk related issues, and provide support and advice to staff and end users
• Track and manage problems (trends of issues) to drive future improvements
• Manages controls & compliance across help desk function
• Identify improvements in process and/or technology that can be made to support IT or end user environment
• Create, manage, improve, and re-enforce use of the teamwork processes and knowledgebase to ensure team productivity and efficiency
• Supervise the prioritization of tickets, queue management to ensure tickets are assigned and resolved timely
• Supervise, mentor, and provide specific directions to the helpdesk desk team members
• Lead operational activities and project work, including all processes pertaining to transitioning new services
• Perform other duties, as needed

Qualifications:

• 3+ years of HelpDesk experience in a Leadership role
• Associate’s and/or Bachelor’s Degree
• ITIL, A+ Certification, Network+ (CompTIA), Azure Fundamentals, Intune and SCCM
• Good knowledge of customer relations and management
• Network experience supporting and maintaining LAN/WAN and wireless networks
• Experience with Active Directory and ADManager Plus, Office 365 administration
• Experience with MS SCCM and Intune Management, MDM
• Network experience (TCP/IP, DNS, DHCP,VPN etc.)
• Great interpersonal skills
• Excellent communication skills (written and verbal)
• Strong attention to detail
• Highly organized