{"id":2371812,"url":"https://alion.io/job/attention-arc-help-desk-supervisor","title":"Help Desk Supervisor","company":{"id":670368,"name":"Attention Arc","domain":"attentionarc.com","url":"https://alion.io/company/attentionarc","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"GCP","optional":true}],"status":"live","first_seen_at":"2026-10-12T16:53:22Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T17:45:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Information Technology | The Problem Solvers\nWe are a 1,000-piece puzzle. Each of us is essential, interconnected, and intentionally designed. Together, we create something powerful: media that matters, growth that lasts, and a culture we are proud to build.\nAs part of our Information Technology team, you're one of The Problem Solvers, helping make sure our people have the tools, systems, and support they need to do their best work. From resolving everyday technology challenges to keeping our teams connected across offices, our IT team brings the expertise, responsiveness, and thoughtful solutions that keep the agency moving. We believe great technology should make work easier, not more complicated, and that the support we provide behind the scenes has a direct impact on the work we bring to life.\nWHAT YOU'LL DO\nAs our Help Desk Supervisor, you'll report directly to the IT Infrastructure Manager and lead the frontline support team responsible for keeping Attention Arc's people productive, connected, and supported. You'll oversee daily help desk operations, guide and develop our IT Help Desk Technicians, and ensure technology issues are resolved with the right balance of speed, accuracy, and care.\nThis is a hands-on leadership role for someone who has built a strong foundation in technical support and understands how to translate that expertise into a reliable, people-first service experience. You'll bring structure to help desk operations, confidence to complex technical challenges, and a proactive approach to identifying issues before they disrupt our teams.\nYou'll also be a trusted partner across the agency, supporting everything from everyday technology needs to high-priority client presentations, agency events, and system rollouts. You'll help connect frontline support with our broader IT infrastructure priorities, ensuring our technology experience keeps pace with the needs of a growing, performance-driven media agency.\nKey Responsibilities\nHelp Desk Operations & Service Delivery\nLead day-to-day IT help desk operations, ensuring support requests are properly triaged, prioritized, assigned, and resolved within established service-level agreements (SLAs).\n\nManage the IT ticketing system, including ticket workflows, escalation procedures, service categories, and reporting, to maintain a consistent and responsive support experience.\n\nMonitor incoming requests, ticket backlogs, resolution times, and recurring issues, proactively addressing service gaps and opportunities for improvement.\n\nServe as the escalation point for complex hardware, software, connectivity, and user-access issues, partnering with the IT Infrastructure Manager or external vendors when additional expertise is needed.\n\nEstablish clear support processes and service expectations that help employees receive timely, accurate, and thoughtful assistance.\n\nDevelop and maintain internal documentation, standard operating procedures (SOPs), troubleshooting guides, FAQs, and self-service resources to improve support consistency and efficiency.\n\nTeam Leadership & Development\nDirectly supervise, schedule, coach, and support Tier 1 and Tier 2 IT Help Desk Technicians, ensuring appropriate coverage and clear accountability across the team.\n\nProvide technical guidance and escalation support, helping technicians build troubleshooting skills, confidence, and sound judgment.\n\nSet performance expectations, provide ongoing feedback, and conduct performance evaluations that support individual development and team effectiveness.\n\nIdentify training needs and create opportunities for technicians to expand their technical knowledge, customer service capabilities, and problem-solving skills.\n\nFoster a collaborative, service-oriented team environment where people feel supported, take ownership, and work together to solve challenges.\n\nPartner with the IT Infrastructure Manager to align help desk staffing, priorities, and development needs with broader IT objectives.\n\nTechnical Support & Agency Technology\nProvide advanced troubleshooting and support across Windows and macOS environments, including desktops, laptops, peripherals, operating systems, and standard business applications.\n\nSupport collaboration and productivity platforms, including Microsoft 365, Google Workspace, Slack, Teams, and other agency technology tools.\n\nAssist employees using creative and production applications, including Adobe Creative Cloud and video editing software, escalating specialized issues when needed.\n\nTroubleshoot common network connectivity, VPN, wireless access, cloud storage, and file-sharing issues, including workflows involving large media and creative assets.\n\nCoordinate technology support for time-sensitive agency activities, including client pitches, presentations, production schedules, town halls, and other high-priority events.\n\nWork with infrastructure and external technology partners to resolve recurring technical issues and improve the reliability of employee-facing systems.\n\nEmployee Technology Lifecycle & Security\nOversee IT onboarding and offboarding processes, ensuring timely account provisioning, access changes, equipment preparation, device recovery, and appropriate documentation.\n\nMaintain accurate IT asset inventories, including laptops, desktops, peripherals, assigned equipment, and software licenses.\n\nSupport software license tracking and compliance, helping ensure technology resources are appropriately allocated and maintained.\n\nReinforce endpoint security practices, including device encryption, patch management, antivirus protection, and mobile device management (MDM) enrollment.\n\nSupport device management through platforms such as Jamf and Microsoft Intune, following established agency security policies and procedures.\n\nPartner with the IT Infrastructure Manager to identify endpoint risks, maintain consistent device standards, and support secure technology access across the agency.\n\nCoordinate technology access and equipment needs for hybrid employees, remote workers, and approved freelance or contractor resources.\n\nIT Collaboration, Reporting & Process Improvement\nTrack and report help desk performance metrics, including ticket volume, response and resolution times, SLA adherence, recurring issues, and employee satisfaction.\n\nTranslate service trends and technical challenges into actionable recommendations for the IT Infrastructure Manager.\n\nIdentify opportunities to streamline support workflows, improve documentation, strengthen self-service resources, and reduce repeat incidents.\n\nPartner with the IT Infrastructure Manager on technology upgrades, system rollouts, office moves, and other infrastructure initiatives, providing frontline insight and execution support.\n\nBuild strong relationships across departments to understand technology needs, anticipate support challenges, and improve the employee experience.\n\nHelp develop scalable help desk processes that support the agency's continued growth without compromising responsiveness, security, or service quality.\n\nWHAT YOU'LL BRING\nExperience & Technical Expertise\n5+ years of progressive IT support experience, including at least 1 to 2 years in a team lead, supervisory, or people management capacity.\n\nDemonstrated experience managing or coordinating Tier 1 and Tier 2 help desk operations, including ticket prioritization, escalations, service-level expectations, and technical troubleshooting.\n\nStrong hands-on proficiency supporting both Windows and macOS operating systems, devices, applications, and peripherals.\n\nExperience administering or supporting IT service management and ticketing platforms such as Freshservice, Zendesk, Jira Service Management, or comparable systems.\n\nStrong understanding of IT asset management, equipment provisioning, software licensing, and employee onboarding and offboarding processes.\n\nWorking knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi connectivity, and common network troubleshooting practices.\n\nExperience supporting cloud-based productivity and collaboration tools, including Microsoft 365, Google Workspace, Slack, and Microsoft Teams.\n\nFamiliarity with endpoint management and security practices, including device encryption, patching, antivirus tools, and mobile device management.\n\nExperience using Jamf, Microsoft Intune, or comparable device management platforms.\n\nExperience supporting creative or production software, including Adobe Creative Cloud and video editing applications, is strongly preferred.\n\nUnderstanding of cloud storage, shared drives, permissions, and file-transfer workflows, particularly those involving large creative or media assets.\n\nExperience managing help desk performance metrics, creating service reports, and improving technical support processes.\n\nExperience providing technical support for hybrid, remote, and freelance or contractor employees.\n\nPrior experience within a media agency, advertising agency, production company, or creative services environment is highly preferred.\n\nIT certifications such as CompTIA A+, Network+, ITIL, Microsoft certifications, or Apple Certified Support Professional (ACSP) are a plus.\n\nFamiliarity with firewall and network security solutions such as WatchGuard, Cisco Meraki, or Check Point SASE is a plus.\n\nExposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud is a plus.\n\nCapabilities\nTechnical Problem-Solving: You bring strong troubleshooting skills and a practical approach to diagnosing issues, identifying root causes, and delivering solutions that keep people productive.\n\nService-Oriented Leadership: You understand that IT support is ultimately about people. You balance technical expertise with responsiveness, patience, and a commitment to creating a positive employee experience.\n\nOperational Ownership: You're comfortable managing competing priorities, maintaining service standards, and ensuring critical issues receive the right attention.\n\nTeam Development: You take pride in helping technicians strengthen their skills, build confidence, and grow into greater responsibility.\n\nProcess Improvement: You look for opportunities to make support operations more consistent, efficient, and scalable through better workflows, documentation, and technology.\n\nClear Communication: You can explain technical issues in straightforward language, helping employees understand what is happening, what to expect, and how to move forward.\n\nCross-Functional Collaboration: You build productive relationships across departments and understand how technology needs connect to client work, agency operations, and business performance.\n\nAdaptability & Composure: You stay organized and solutions-focused when priorities shift, deadlines are tight, or unexpected technology challenges arise.\n\nSecurity Awareness: You understand the importance of protecting agency systems, employee information, and client data while maintaining a practical and supportive technology experience.\n\nWHO YOU ARE\nAt Attention Arc, how you work is just as important as what you deliver. Our core competencies define the skills and behaviors that drive strong performance and meaningful impact:\nCredibility: You bring strong technical expertise, sound judgment, and a commitment to reliable service. You understand the systems and tools our people depend on, and you use your knowledge to solve problems, strengthen processes, and build confidence in the IT support team.\n\nClarity: You make technical information understandable and actionable. Whether you're explaining a system issue, setting expectations during an outage, or guiding your team through a complex escalation, you communicate with transparency, patience, and purpose.\n\nConnection: You recognize that great IT support depends on strong relationships. You collaborate across departments, listen to employees' needs, and create an environment where people feel comfortable asking questions, raising concerns, and working together toward solutions.\n\nCare: You...","description_format":"text","description_chars":16504,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Creative Agencies"],"lifecycle":[{"event":"open","at":"2026-10-12T17:45:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":37,"reasons":["conf:2","win:early"],"computed_at":"2026-10-12T20:19:59Z"},"pay":{"stated_usd_annual":115000,"is_top_pay":true},"html_url":"https://alion.io/job/attention-arc-help-desk-supervisor","json_url":"https://alion.io/job/attention-arc-help-desk-supervisor.json","meta":{"generated_at":"2026-10-12T20:19:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32998,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":670368},"rest":"https://alion.io/mcp/rest/get_company?id=670368"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fattention-arc-help-desk-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fattention-arc-help-desk-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fattention-arc-help-desk-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/attention-arc-help-desk-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fattention-arc-help-desk-supervisor"}]}