Help Desk Team Lead

Municipal Credit Union•New York, NY

About The Position

Overview: The Help Desk Supervisor is a leadership role responsible for overseeing the daily operations of the IT Help Desk team. This position ensures timely and effective technical support for end-users, maintains high service standards, and drives continuous improvement in support processes. The supervisor will manage staff, monitor performance, and serve as a key liaison between the IT Help Desk and other departments.

Requirements

Proven experience in IT support or Help Desk operations.
Strong technical knowledge of desktop systems, mobile devices, operating systems (Windows), and common enterprise applications.
Familiarity with ITSM tools and ticketing systems.
Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels.
Strong problem-solving and decision-making abilities.
Ability to manage multiple priorities in a fast-paced environment.
Experience with performance metrics and reporting.

Nice To Haves

Knowledge of ITIL or similar service management frameworks is a plus.
Relevant certifications (e.g., CompTIA A+, HDI-SCM, ITIL Foundation) are a plus.

Responsibilities

Lead and supervise the Help Desk team, including scheduling, training, and performance management.
Ensure timely resolution of technical support requests via phone, email, and ticketing system.
Monitor ticket queues and prioritize issues based on urgency and impact.
Develop and enforce Help Desk procedures, standards, and documentation practices.
Provide hands-on technical support and escalation for complex issues.
Collaborate with IT leadership to identify trends and implement process improvements.
Maintain inventory of support equipment and software licenses.
Coordinate with vendors and third-party support providers as needed.
Track and report on Help Desk metrics, including response times, resolution rates, and customer satisfaction.
Support onboarding and offboarding processes for IT equipment and access.
Ensure compliance with IT policies and security protocols.
Foster a customer-focused culture and promote continuous learning within the team.