IT Helpdesk Manager/ Supervisor - Cinter Career
New York, NY
About the Job
We are seeking an IT Helpdesk Manager/ Supervisor
- Client : Japanese IT Consulting Company
- Working Location: New York Manhattan area, On-site only (No Remote)
- Working hours : 40 hours per week
- Employment Type : Full-time, Exempt
- Salary : $65~75K per year Benefit
PRIMARY RESPONSIBILITIES:
- Provide guidance, support, and training to helpdesk technicians, ensuring they have the skills and knowledge needed to perform their duties effectively
- Delegate tasks, prioritize tickets, and ensure that the team is working efficiently to meet SLAs (Service Level Agreements)
- Regularly review team performance, provide feedback, and conduct performance evaluations. Address any performance issues or challenges within the team
- Provide in-depth support for IT infrastructure, including servers, networks, and critical systems, often involving hands-on resolution
- Ensure that troubleshooting procedures, solutions, and best practices are well-documented and updated regularly for the team to reference
- Act as the primary point of contact for escalated issues from clients or internal stakeholders, providing clear and timely communication
- Prepare and deliver regular reports on helpdesk performance, issue resolution times, and areas for improvement to management
- Identify opportunities to streamline operations, reduce response times, and enhance the quality of support provided by the team
- Understand and follow client’s request and instruction
- Ensure compliance with company policies, procedures, and security protocols
- Lead the response to IT security incidents or other critical situations, ensuring proper documentation and communication throughout the process
- Stay up to date with emerging technologies and industry trends to continuously improve IT services
- Expand the business with existing and new client
ESSENTIAL FUNCTIONS:
- Provide the support service at the service operation time, which is instructed by the client and/or company management.
- Be stand by at the client operation site before the service operation time start.
- Be at the client operation site with the clothes, which were instructed by the client and/or company management.
- Have a proactive communication with client and company management
- Understand requirements and instruction/company management and provide the service based on the requirements and instructions, including BYOD.
- Read and understand any company provided documents and training.
- Submit company required report, attendance for requested meeting, training course.
- Mentor and train new team members if necessary.
- Follow team manager’s request/instruction to operate IT operation support team.
QUALIFICATIONS AND REQUIREMENTS:
- A bachelor’s degree in computer science, Information Technology, or a related field.
- 5-7 years’ experience in helpdesk or IT support roles, with at least 2-3 years in a senior or lead position.
- Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management.
- Advantageous if you hold CompTIA A, Network, PMP and/or Security certifications that are widely recognized and demonstrate foundational knowledge in IT support and security.
- Very flexible mindset & challenging personality against sudden big change of request/workflow/rules/responsibility range/environment.
SKILLS:
- Proficiency in operating systems like Windows, macOS, and Linux including installation, configuration, and management
- Expertise in diagnosing and resolving complex hardware, software, and network issues
- Understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN/WAN and VPN
- Knowledge of hardware components and troubleshooting techniques
- Experience with ticketing systems for issue tracking and resolution (e.g., JIRA, ServiceNow, Zendesk)
- Basic understanding of cybersecurity principles and best practices
- Knowledge of remote support tools and techniques
- Strong knowledge of Microsoft Windows and Office Suite
- Team-oriented personality and ability to manage a team
- Excellent communication skills and capacity to make informed decisions
- Language English/ Japanese Preferable
WORK LOCATION:
On-site only/No Remote (Manhattan Area, NY)
PHYSICAL DEMANDS:
Hold and carry item, which is 20lbs.
TRAVEL:
Occasional domestic and/or international business travel, and work after business hours including the weekend and national holidays if required.
On-site only/No Remote (Manhattan Area, NY)
PHYSICAL DEMANDS:
Hold and carry item, which is 20lbs.
TRAVEL:
Occasional domestic and/or international business travel, and work after business hours including the weekend and national holidays if required.
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Source : Cinter Career
