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Helpdesk Support Lead


Helpdesk Support Lead

Location: Central Islip, Long Island

Job Description:

  • Updates help desk manuals and guidelines as technology needs changed with new software applications from internal and clients in It Glue and NAKA Documentation.
  • Provide superior customer service support that leads by example.
  • Works from all assigned service boards.
  • Assign, monitor and maintain technician staffing to ensure coverage for normal business day,
  • 24-hour shifts and after-hours shifts. (24 x 7 x 365 days)
    Act as the primary contact to handle critical incidents and VIP services tickets.
  • Manages the escalation of tickets, user problems and complaints to Senior IT management.
  • Report to senior managers on any issue that could significantly impact the clients’ business.
  • Ensure that staff take ownership of user problems and be proactive when dealing with user issues Manages the escalation process and response to clients.
  • Manages Webex phones and offshore support services work between shifts.
  • Audits, updates, and reviews the daily runbook.
  • Handles all internal helpdesk questions from staff including providing reports.
  • Oversees and makes sure all tickets are being addressed and in their correct status
  • Ensures a smooth transition between helpdesk leads and weekend support team


  • 2+ years working in helpdesk on enterprise network environments
  • 3+ years’ experience with Windows environments including Desktops and Servers
  • Break/Fix hardware experience
  • Strong experience in Microsoft 365 platform
  • Experience in cloud and virtual concepts
  • Excellent English and customer support skills


  • Experience with Webroot, Sentinel one, Acronis, It Glue
  • Experience with Logic monitor and/or other Network monitoring software
  • Experience with Connectwise manage, screen connect and Ninja one Certifications with Microsoft and Cisco
  • Multiple languages a plus

NAKA provides monetary incentives for employees who go above and beyond each month. NAKA requires all technicians to get certified on all software NAKA utilizes

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