Futran Solutions
Help Desk Manager – Futran Solutions
Jersey City, NJ – 5 days onsite.
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
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.
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.
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.
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.
Thanks & Regards,
Senior Technical Recruiter
mlalith@futransolutions.com
#J-18808-Ljbffr
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
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.
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.
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.
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.
Thanks & Regards,
Senior Technical Recruiter
mlalith@futransolutions.com
#J-18808-Ljbffr