Help Desk Supervisor

Information Technology | The Problem Solvers

We 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.

As 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.

WHAT YOU'LL DO

As 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.

This 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.

You'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.

Key Responsibilities

Help Desk Operations & Service Delivery

• Lead day-to-day IT help desk operations, ensuring support requests are properly triaged, prioritized, assigned, and resolved within established service-level agreements (SLAs).

• Manage the IT ticketing system, including ticket workflows, escalation procedures, service categories, and reporting, to maintain a consistent and responsive support experience.

• Monitor incoming requests, ticket backlogs, resolution times, and recurring issues, proactively addressing service gaps and opportunities for improvement.

• Serve 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.

• Establish clear support processes and service expectations that help employees receive timely, accurate, and thoughtful assistance.

• Develop and maintain internal documentation, standard operating procedures (SOPs), troubleshooting guides, FAQs, and self-service resources to improve support consistency and efficiency.

Team Leadership & Development

• Directly supervise, schedule, coach, and support Tier 1 and Tier 2 IT Help Desk Technicians, ensuring appropriate coverage and clear accountability across the team.

• Provide technical guidance and escalation support, helping technicians build troubleshooting skills, confidence, and sound judgment.

• Set performance expectations, provide ongoing feedback, and conduct performance evaluations that support individual development and team effectiveness.

• Identify training needs and create opportunities for technicians to expand their technical knowledge, customer service capabilities, and problem-solving skills.

• Foster a collaborative, service-oriented team environment where people feel supported, take ownership, and work together to solve challenges.

• Partner with the IT Infrastructure Manager to align help desk staffing, priorities, and development needs with broader IT objectives.

Technical Support & Agency Technology

• Provide advanced troubleshooting and support across Windows and macOS environments, including desktops, laptops, peripherals, operating systems, and standard business applications.

• Support collaboration and productivity platforms, including Microsoft 365, Google Workspace, Slack, Teams, and other agency technology tools.

• Assist employees using creative and production applications, including Adobe Creative Cloud and video editing software, escalating specialized issues when needed.

• Troubleshoot common network connectivity, VPN, wireless access, cloud storage, and file-sharing issues, including workflows involving large media and creative assets.

• Coordinate technology support for time-sensitive agency activities, including client pitches, presentations, production schedules, town halls, and other high-priority events.

• Work with infrastructure and external technology partners to resolve recurring technical issues and improve the reliability of employee-facing systems.

Employee Technology Lifecycle & Security

• Oversee IT onboarding and offboarding processes, ensuring timely account provisioning, access changes, equipment preparation, device recovery, and appropriate documentation.

• Maintain accurate IT asset inventories, including laptops, desktops, peripherals, assigned equipment, and software licenses.

• Support software license tracking and compliance, helping ensure technology resources are appropriately allocated and maintained.

• Reinforce endpoint security practices, including device encryption, patch management, antivirus protection, and mobile device management (MDM) enrollment.

• Support device management through platforms such as Jamf and Microsoft Intune, following established agency security policies and procedures.

• Partner with the IT Infrastructure Manager to identify endpoint risks, maintain consistent device standards, and support secure technology access across the agency.

• Coordinate technology access and equipment needs for hybrid employees, remote workers, and approved freelance or contractor resources.

IT Collaboration, Reporting & Process Improvement

• Track and report help desk performance metrics, including ticket volume, response and resolution times, SLA adherence, recurring issues, and employee satisfaction.

• Translate service trends and technical challenges into actionable recommendations for the IT Infrastructure Manager.

• Identify opportunities to streamline support workflows, improve documentation, strengthen self-service resources, and reduce repeat incidents.

• Partner with the IT Infrastructure Manager on technology upgrades, system rollouts, office moves, and other infrastructure initiatives, providing frontline insight and execution support.

• Build strong relationships across departments to understand technology needs, anticipate support challenges, and improve the employee experience.

• Help develop scalable help desk processes that support the agency's continued growth without compromising responsiveness, security, or service quality.

WHAT YOU'LL BRING

Experience & Technical Expertise

• 5+ years of progressive IT support experience, including at least 1 to 2 years in a team lead, supervisory, or people management capacity.

• Demonstrated experience managing or coordinating Tier 1 and Tier 2 help desk operations, including ticket prioritization, escalations, service-level expectations, and technical troubleshooting.

• Strong hands-on proficiency supporting both Windows and macOS operating systems, devices, applications, and peripherals.

• Experience administering or supporting IT service management and ticketing platforms such as Freshservice, Zendesk, Jira Service Management, or comparable systems.

• Strong understanding of IT asset management, equipment provisioning, software licensing, and employee onboarding and offboarding processes.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi connectivity, and common network troubleshooting practices.

• Experience supporting cloud-based productivity and collaboration tools, including Microsoft 365, Google Workspace, Slack, and Microsoft Teams.

• Familiarity with endpoint management and security practices, including device encryption, patching, antivirus tools, and mobile device management.

• Experience using Jamf, Microsoft Intune, or comparable device management platforms.

• Experience supporting creative or production software, including Adobe Creative Cloud and video editing applications, is strongly preferred.

• Understanding of cloud storage, shared drives, permissions, and file-transfer workflows, particularly those involving large creative or media assets.

• Experience managing help desk performance metrics, creating service reports, and improving technical support processes.

• Experience providing technical support for hybrid, remote, and freelance or contractor employees.

• Prior experience within a media agency, advertising agency, production company, or creative services environment is highly preferred.

• IT certifications such as CompTIA A+, Network+, ITIL, Microsoft certifications, or Apple Certified Support Professional (ACSP) are a plus.

• Familiarity with firewall and network security solutions such as WatchGuard, Cisco Meraki, or Check Point SASE is a plus.

• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud is a plus.

Capabilities

• Technical Problem-Solving: You bring strong troubleshooting skills and a practical approach to diagnosing issues, identifying root causes, and delivering solutions that keep people productive.

• Service-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.

• Operational Ownership: You're comfortable managing competing priorities, maintaining service standards, and ensuring critical issues receive the right attention.

• Team Development: You take pride in helping technicians strengthen their skills, build confidence, and grow into greater responsibility.

• Process Improvement: You look for opportunities to make support operations more consistent, efficient, and scalable through better workflows, documentation, and technology.

• Clear Communication: You can explain technical issues in straightforward language, helping employees understand what is happening, what to expect, and how to move forward.

• Cross-Functional Collaboration: You build productive relationships across departments and understand how technology needs connect to client work, agency operations, and business performance.

• Adaptability & Composure: You stay organized and solutions-focused when priorities shift, deadlines are tight, or unexpected technology challenges arise.

• Security Awareness: You understand the importance of protecting agency systems, employee information, and client data while maintaining a practical and supportive technology experience.

WHO YOU ARE

At 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:

• Credibility: 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.

• Clarity: 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.

• Connection: 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.

• Care: You approach every support request with empathy, accountability, and attention to detail. You understand that a technology issue can affect someone's ability to do their job, and you take responsibility for helping them get back to what matters.

• Culture & Character: You lead by example, take ownership, and hold yourself and your team to high standards. You bring curiosity to challenges, support your colleagues' development, and contribute to a team environment where people feel respected, trusted, and empowered to do their best work.

Together, these behaviors define what it means to do great work here, building trust, driving impact, and creating a culture where people and ideas thrive.

WHO WE ARE

We're a media agency built for brands that value intention. At Attention Arc, we combine deliberate media craft with technology designed to amplify it. We build trusted partnerships so every decision stays aligned with what matters most.

Media doesn't fail because of technology. It fails when intention is missing.

That's why we exist.

To restore intention to media.

At 160 people across four offices in Phoenix, Durham, Irvington, and New York City, we occupy a deliberate sweet spot: big enough to handle major brands and complex business, nimble enough to actually move, make decisions, and drive impact. No unnecessary layers. No slow-moving bureaucracy. Just sharp thinking, fast execution, and tech-enabled expertise.

Our culture is shaped by our values:

• All In: We show up with intensity and ownership.

• No Sidelines: We collaborate without ego or boundaries.

• Move With Curiosity: We ask why, explore boldly, and learn fast.

• Truth With Heart: We communicate with honesty and empathy.

OUR COMMITMENT TO INCLUSION

At Attention Arc, we believe people do their best work when they feel they belong. Inclusion isn't just about representation, it's about creating an environment where people feel seen, supported, and comfortable showing up as themselves.

We value different lived experiences and perspectives, and actively create space for those voices to shape our work. We're committed to building an agency where everyone has a genuine seat at the table and is trusted to step in and contribute, fostering collaboration, encouraging curiosity, and creating opportunities for people to take ownership and make an impact.

Because when people feel heard, respected, and confident to step forward, we all move forward together.

WHAT WE OFFER

Compensation: The estimated salary range for this role is $90,000 to $115,000. Compensation packages are based on the skill level and experience each candidate brings to the role.

We're committed to rewarding our people fairly and supporting their growth with intention. Our salaries are competitive, thoughtfully benchmarked, and designed to ensure equity across roles, experience, and impact. Growth at Attention Arc isn't tied to a calendar, it's driven by performance, progress, and potential.

We continuously invest in our people through ongoing feedback, development, and opportunities to take on more, so you can keep building your career in meaningful ways.

We know that great work starts with people who feel genuinely supported, inside the office and out. Our benefits are designed with your whole self in mind: your health, your family, your financial future, and your wellbeing day to day.

Here's what you can expect:

• Flexible Paid Time Off

• Comprehensive Medical, Dental, and Vision plans

• Competitive Parental Leave that gives you time to bond with your family

• Hybrid work model with in-office collaboration

• Mental health support

• Annual agency contribution to 401(k)

• Flexible Spending Accounts (FSAs) and Healthcare FSA

• Commuter benefits and corporate discounts

• Carrot Fertility and family-building support

• Employee Assistance Program (EAP)

• Casual work environment, team building, and other social events

LOCATION

We operate on a hybrid, in-office model designed to foster collaboration, mentorship, and hands-on learning. Employees are expected to work from the office three days per week (Tuesday, Wednesday, and Thursday) to fully experience the energy of our teams and build meaningful connections.

Candidates must reside in and be able to commute to the following office location three days a week:

• 2 Bridge Street
  Irvington, NY 10533

RIGHT TO WORK IN THE US

You must be authorized to work in the United States for any employer. At this time, we are not sponsoring or providing assistance with obtaining work authorization.