Help Desk IT Team Lead

F. Schumacher & Co.•New York, NY

3d•$95,000 - $115,000•Onsite

About The Position

We’re looking for a proactive IT Team Lead to oversee the day-to-day operations of our internal IT helpdesk. You’ll manage a small team of IT Support Specialists, handle escalations, and partner with business stakeholders to improve employee experience and ensure timely, effective support across the organization.

Requirements

5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role
Strong experience with modern ticketing systems (e.g., Jira Service Management, Zendesk, FreshDesk)
Solid understanding of endpoint management (macOS, Windows, MDMs like Kandji or Intune)
Comfortable with Microsoft o365 and SaaS administration
Experience creating and managing internal IT documentation
Excellent communication and problem-solving skills
Familiarity with basic scripting or automation (bonus)

Nice To Haves

Prior experience in a fast-paced startup or growth-stage company

Responsibilities

Manage and mentor a team of Tier 1 and Tier 2 support specialists
Monitor ticket queues and ensure SLA adherence and issue resolution
Support and maintain cloud infrastructure environments (Azure, AWS, etc.)
Handle escalations and provide hands-on technical support when needed
Maintain and improve internal documentation and the IT knowledge base
Develop and optimize helpdesk workflows, ticket routing rules, and automation
Identify trends in support issues and work with Tech Ops leadership on long-term solutions
Collaborate with P&O on onboarding/offboarding processes
Support endpoint management, asset lifecycle, and inventory accuracy