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IT Helpdesk Manager/ Supervisor

Remote: 
Full Remote
Contract: 
Full time
Salary: 
75 - 75K yearly
Experience: 
Senior (5-10 years)
Work from: 
New York (USA), United States

Offer summary

Qualifications:

Bachelor's degree in IT field, 5-7 years experience in IT support.

Key responsabilities:

  • Guide, train, & support helpdesk team
  • Delegate tasks, evaluate performance, troubleshoot issues
Cinter Career logo
Cinter Career Human Resources, Staffing & Recruiting Small startup https://career.cinter.net/
2 - 10 Employees
About Cinter Career
Cinter Career aims to help job seekers find rewarding jobs while providing businesses with top-tier talent to meet their goals. We support our customers’ growth through technology and by connecting excellent professionals with roles that let them flourish. Founded in 2019, Cinter Career is an extension of Cinter Networks. Cinter Networks was created in 2015 as an IT Managed Services Provider. While providing our IT Solution Services to clients in the local and global markets, we realized that companies are always looking for talented employees but do not always have the resources dedicated to finding those individuals. That’s the reason Cinter Career was born. Cinter Career provides not only a reliable source for Information Technology Professionals and Engineers to find jobs, but also any kind of office talent that a company might need, such as Administrative Office Managers, Accountants, Logistics/Supply Chain Management, Sales and Marketing, Analysts, Financial Professionals, Mechanical/Industrial Engineers, and many others. Here at Cinter, our satisfaction comes from yours. Our goal is to help hardworking professionals meet their career goals while assisting businesses with finding the best talent.
See more Cinter Career offers

Job description

We are seeking an  IT Helpdesk Manager/ Supervisor
  • Client : Japanese IT Consulting Company
  • Working Location: New York Manhattan area, On-site only (No Remote)
  • Working hours : 40 hours per week
  • Employment Type : Full-time, Exempt
  • Salary : $65~75K per year + Benefit
PRIMARY RESPONSIBILITIES:
  1. Provide guidance, support, and training to helpdesk technicians, ensuring they have the skills and knowledge needed to perform their duties effectively
  2. Delegate tasks, prioritize tickets, and ensure that the team is working efficiently to meet SLAs (Service Level Agreements)
  3. Regularly review team performance, provide feedback, and conduct performance evaluations. Address any performance issues or challenges within the team
  4. Provide in-depth support for IT infrastructure, including servers, networks, and critical systems, often involving hands-on resolution
  5. Ensure that troubleshooting procedures, solutions, and best practices are well-documented and updated regularly for the team to reference
  6. Act as the primary point of contact for escalated issues from clients or internal stakeholders, providing clear and timely communication
  7. Prepare and deliver regular reports on helpdesk performance, issue resolution times, and areas for improvement to management
  8. Identify opportunities to streamline operations, reduce response times, and enhance the quality of support provided by the team
  9. Understand and follow client’s request and instruction
  10. Ensure compliance with company policies, procedures, and security protocols
  11. Lead the response to IT security incidents or other critical situations, ensuring proper documentation and communication throughout the process
  12. Stay up to date with emerging technologies and industry trends to continuously improve IT services
  13. Expand the business with existing and new client
ESSENTIAL FUNCTIONS:
  1. Provide the support service at the service operation time, which is instructed by the client and/or company management.
  2. Be stand by at the client operation site before the service operation time start.
  3. Be at the client operation site with the clothes, which were instructed by the client and/or company management.
  4. Have a proactive communication with client and company management
  5. Understand requirements and instruction/company management and provide the service based on the requirements and instructions, including BYOD.
  6. Read and understand any company provided documents and training.
  7. Submit company required report, attendance for requested meeting, training course.
  8. Mentor and train new team members if necessary.
  9. Follow team manager’s request/instruction to operate IT operation support team.
QUALIFICATIONS AND REQUIREMENTS: 
  1. A bachelor’s degree in computer science, Information Technology, or a related field.
  2. 5-7 years’ experience in helpdesk or IT support roles, with at least 2-3 years in a senior or lead position.
  3. Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management.
  4. Advantageous if you hold CompTIA A+, Network+, PMP and/or Security+ certifications that are widely recognized and demonstrate foundational knowledge in IT support and security.
  5. Very flexible mindset & challenging personality against sudden big change of request/workflow/rules/responsibility range/environment.
SKILLS: 　　
  1. Proficiency in operating systems like Windows, macOS, and Linux including installation, configuration, and management
  2. Expertise in diagnosing and resolving complex hardware, software, and network issues
  3. Understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN/WAN and VPN
  4. Knowledge of hardware components and troubleshooting techniques
  5. Experience with ticketing systems for issue tracking and resolution (e.g., JIRA, ServiceNow, Zendesk)
  6. Basic understanding of cybersecurity principles and best practices
  7. Knowledge of remote support tools and techniques
  8. Strong knowledge of Microsoft Windows and Office Suite
  9. Team-oriented personality and ability to manage a team
  10. Excellent communication skills and capacity to make informed decisions
  11. Language English/ Japanese Preferable
WORK LOCATION:
On-site only/No Remote (Manhattan Area, NY)

PHYSICAL DEMANDS:
Hold and carry item, which is 20lbs.


TRAVEL:
Occasional domestic and/or international business travel, and work after business hours including the weekend and national holidays if required.
 

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

IT InfrastructureHelp Desk SupportVPN TunnelsMicrosoft NetworkingTCP/IPMicrosoft DNSLinuxWireless WANCyber Security StrategyMac OSJIRAServiceNowZendeskRemote Technical SupportPersonal Security

Other Skills

  • Teamwork
  • Communication
  • Decision Making
Are you interested?

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