Help Desk Manager

About the role

We are looking for a Help Desk Manager to lead day-to-day support operations and deliver dependable IT assistance for users across the organization in New York, New York. This Long-term Contract position is ideal for a hands-on leader who can oversee service delivery, strengthen support processes, and guide technical teams in a fast-paced environment. The role requires strong experience with Microsoft technologies and a practical approach to resolving issues, improving workflows, and maintaining stable end-user services.

Responsibilities

• Direct daily help desk activities, ensuring timely resolution of service desk tickets and consistent support for end users.
• Supervise deskside support and remote assistance efforts while promoting high service standards across the support team.
• Manage and maintain core Microsoft environments, including Windows Server, Microsoft 365, Azure, and SharePoint.
• Oversee user account administration, access controls, and directory services within Active Directory.
• Create, update, and enforce Group Policy settings to support security, system configuration, and operational consistency.
• Use PowerShell scripting to automate repetitive administrative tasks and improve support efficiency.
• Monitor ITSM workflows, track ticket trends, and implement process improvements that enhance response and resolution times.
• Partner with internal stakeholders to address technical issues, prioritize support needs, and maintain reliable IT operations.

Requirements

• Proven experience managing a help desk or service desk function within an enterprise IT environment.
• Strong working knowledge of Windows Server 2012 and newer versions in a support or administration capacity.
• Hands-on expertise with Microsoft 365, Office 365, Azure, and SharePoint.
• Solid background in Active Directory administration, including user management and permissions oversight.
• Experience configuring and supporting Group Policy objects in a Windows-based environment.
• Practical ability to develop or maintain PowerShell scripts for automation and system support tasks.
• Familiarity with ITSM practices, ticket management processes, and deskside support operations.

Benefits

• Medical, vision, dental, and life and disability insurance available to contract/temporary professionals.
• Eligibility to enroll in the company 401(k) plan for hired contract/temporary professionals.