Our client, a top-tier NYC real estate owner/developer, is looking for a Sr. Help Desk Manager to oversee a team and lead help desk initiatives and projects.

Responsibilities:

• Lead Tier 3 support and escalate issues as needed, mentoring Help Desk technicians and managing outsourced teams. Implement training focused on Microsoft technologies (Azure, Intune, Teams) and AI-driven automation initiatives.
• Identify and execute process optimizations, such as automation, new tools, and a comprehensive knowledge base to reduce ticket volume.
• Drive a customer-centered approach with clear communication, monitor satisfaction metrics, and manage a learning forum for team updates.

Requirements:

• Bachelor’s in IT or related field preferred.
• 7+ years in technical support leadership with expertise in Microsoft technologies.
• Strong troubleshooting, problem-solving, and team management skills.
• Knowledge of ITIL practices; real estate operations experience a plus.