F. Schumacher & Co.

F. Schumacher & Co.

Help Desk IT Team Lead

New York, New York

Sponsorship not specified$95k-$115kDetected 43 days ago
AWSAzureCloud PlatformsJiraCustomer SupportZendeskLeadershipCommunicationCollaborationProblem SolvingAdaptability

About the role

  • Monitor ticket queues and ensure SLA adherence and issue resolution
  • Solid understanding of endpoint management (macOS, Windows, MDMs like Kandji or Intune)
  • Comfortable with Microsoft o365 and SaaS administration

Responsibilities

  • You'll manage a small team of IT Support Specialists, handle escalations, and partner with business stakeholders to improve employee experience and ensure timely, effective support across the organization.
  • Manage and mentor a team of Tier 1 and Tier 2 support specialists
  • Handle escalations and provide hands-on technical support when needed
  • Maintain and improve internal documentation and the IT knowledge base
  • Develop and optimize helpdesk workflows, ticket routing rules, and automation
  • Identify trends in support issues and work with Tech Ops leadership on long-term solutions
  • Collaborate with P&O on onboarding/offboarding processes
  • Support endpoint management, asset lifecycle, and inventory accuracy

Requirements

  • Strong experience with modern ticketing systems (e.g., Jira Service Management, Zendesk, FreshDesk)

Nice to have

  • Prior experience in a fast-paced startup or growth-stage company (nice to have)

Skills

  • Excellent communication and problem-solving skills

Compensation

  • $95,000 - $115,000 USD
  • Competitive Salary

Benefits

  • Corporate Annual Profit Sharing
  • Dental Coverage
  • Medical Coverage
  • Vision Coverage
  • Health Savings Account (HSA)
  • Paid Time Off (PTO)
  • Bereavement Leave
  • Life Insurance
  • Flexible Spending Accounts (FSA)
  • Preserve The Entrepreneurial Spirit

Visa & Work Authorization

  • n, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by app
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This listing is sourced directly from F. Schumacher & Co.'s careers page and normalized into a canonical job model.