Help Desk Lead

Location: Jersey City, NJ - 5 days onsite Duration: 12 months We are seeking an experienced Help Desk Lead to manage our global IT support operations and ensure a high standard of end-user technology experience across the organization. This role combines hands-on technical expertise with leadership responsibilities, overseeing endpoint management, application administration, and IT service delivery for a hybrid environment of Windows and macOS devices. Key Responsibilities Team Leadership & Operations Lead the help desk team, setting performance standards and ensuring timely, high-quality technical support across all offices. Establish, document, and continuously improve IT service delivery processes (ticket triage, escalation, SLA management, etc.). Collaborate with IT leadership on technology planning, infrastructure upgrades, and security initiatives. Oversee deployment, configuration, and lifecycle management of endpoints (Windows PCs and Macs). Administer and maintain Microsoft Intune and ManageEngine for device provisioning, policy enforcement, and remote management. Implement and monitor OS and software patch management programs for both Windows and macOS environments. Maintain hardware inventories and enforce compliance with corporate security standards. Application & Systems Administration Serve as the primary administrator for core enterprise applications, including Microsoft 365, Zoom, and Adobe Creative Cloud / Acrobat. Manage user onboarding/offboarding workflows, group policies, and license allocations. Coordinate with vendors and internal stakeholders to ensure application uptime, integration, and data integrity. Conference & Collaboration Technology Configure, maintain, and support Crestron-based conference room systems, ensuring seamless meeting experiences. Troubleshoot AV, conferencing, and connectivity issues in collaboration with facilities and network teams. Security & Compliance Partner with the InfoSec team to enforce endpoint and application security best practices. Support audits and compliance initiatives through reporting and documentation of IT processes. Ensure adherence to identity management, access control, and encryption policies. Required Skills & Experience 5+ years in IT support or help desk operations, with at least 2 years in a leadership or senior technician role. Strong expertise in Microsoft Intune, ManageEngine, and enterprise endpoint management. Proven experience administering Microsoft 365, Zoom, and Adobe enterprise platforms. Proficiency with both Windows and macOS operating systems, including software deployment, imaging, and patching. Hands-on experience with Crestron systems or similar AV/conference technologies. Solid understanding of ITIL principles, change management, and incident response processes. Excellent communication, documentation, and leadership skills. Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, ITIL Foundation) are a plus. #J-18808-Ljbffr