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Salary: USD 90,000 - 115,000 / annual
Attention Arc, a media agency, is seeking a Help Desk Supervisor to lead frontline IT support operations and oversee a team of IT Help Desk Technicians. This is a hands-on management role reporting directly to the IT Infrastructure Manager.
You will be responsible for day-to-day help desk operations, including triaging and prioritizing support requests, managing the IT ticketing system, monitoring ticket backlogs and resolution times, and serving as the escalation point for complex technical issues. You'll establish clear support processes, develop internal documentation and SOPs, and maintain troubleshooting guides and self-service resources.
As a team leader, you will directly supervise Tier 1 and Tier 2 IT Help Desk Technicians, manage scheduling and coverage, provide technical guidance, set performance expectations, conduct evaluations, and identify training opportunities. You'll foster a collaborative, service-oriented team environment and partner with the IT Infrastructure Manager on staffing and development needs.
Technically, you'll provide advanced troubleshooting across Windows and macOS environments, support Microsoft 365, Google Workspace, Slack, Teams, and other productivity platforms, assist with Adobe Creative Cloud and video editing software, troubleshoot network connectivity and VPN issues, and coordinate technology support for high-priority agency activities. You'll oversee IT onboarding and offboarding, maintain asset inventories, support endpoint security practices including device encryption and patch management, and work with device management platforms such as Jamf and Microsoft Intune.
You'll also track and report help desk performance metrics, identify process improvement opportunities, partner on technology upgrades and system rollouts, and help develop scalable processes to support agency growth.
REQUIREMENTS:
- 5+ years of progressive IT support experience, including at least 1–2 years in a team lead, supervisory, or people management capacity
- Demonstrated experience managing or coordinating Tier 1 and Tier 2 help desk operations, including ticket prioritization, escalations, and technical troubleshooting
- Strong hands-on proficiency supporting both Windows and macOS operating systems, devices, applications, and peripherals
- Experience administering or supporting IT service management and ticketing platforms such as Freshservice, Zendesk, Jira Service Management, or comparable systems
- Strong understanding of IT asset management, equipment provisioning, software licensing, and employee onboarding/offboarding processes
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi connectivity, and common network troubleshooting practices
- Experience supporting cloud-based productivity and collaboration tools, including Microsoft 365, Google Workspace, Slack, and Microsoft Teams
- Familiarity with endpoint management and security practices, including device encryption, patching, antivirus tools, and mobile device management
- Experience using Jamf, Microsoft Intune, or comparable device management platforms
- Experience supporting creative or production software, including Adobe Creative Cloud and video editing applications (strongly preferred)
- Understanding of cloud storage, shared drives, permissions, and file-transfer workflows, particularly those involving large creative or media assets
- Experience managing help desk performance metrics, creating service reports, and improving technical support processes
- Experience providing technical support for hybrid, remote, and freelance or contractor employees
- Prior experience within a media agency, advertising agency, production company, or creative services environment (highly preferred)
- IT certifications such as CompTIA A+, Network+, ITIL, Microsoft certifications, or Apple certifications (preferred)
The role is hybrid, requiring three days per week in-office (Tuesday, Wednesday, Thursday) at the Irvington, NY location. Candidates must be authorized to work in the United States; the company is not sponsoring work authorization at this time.
