Help Desk Lead

Position: Vice President: Helpdesk Lead

Reports to: IT Director

About Wafra:

Wafra Inc. (“Wafra”) is a leading global investment firm managing over $28 billion in assets. Wafra offers a range of investment services, focusing primarily on Strategic Partnerships, Real Assets, and Real Estate. Wafra is headquartered in New York and has offices in London and Bermuda. We have over 180 professionals globally.

Position Summary:

We are seeking a dynamic and experienced Helpdesk Lead to manage our support team. The ideal candidate will be responsible for overseeing the daily operations of the helpdesk, ensuring that our staff deliver exceptional service to internal and external users, and providing timely solutions to technical and non-technical issues. As the Helpdesk Lead, you will play a critical role in maintaining system reliability, improving user experience, and ensuring smooth communication between support staff and other departments.

Duties and Responsibilities:

Lead, manage, and mentor the helpdesk team, ensuring high levels of productivity, performance, and engagement.

Provide Level 1 Infrastructure support.

Oversee and ensure efficient management of technical support requests via phone, email, chat, and ticketing systems.

Develop and implement helpdesk policies, procedures, and best practices to improve the user experience and response times.

Monitor and measure helpdesk performance metrics, such as response time, issue resolution time, and customer satisfaction, ensuring service level agreements (SLAs) are met.

Troubleshoot, escalate, and resolve complex technical issues and ensure seamless communication between technical teams and end-users.

Collaborate with IT and other departments to identify, resolve, and prevent recurring technical issues.

Design and deliver training programs to develop the helpdesk team’s technical knowledge and customer service skills.

Act as the main point of contact for escalated issues, complaints, and requests from employees or customers.

Lead the recruitment, hiring, and onboarding of new helpdesk staff.

Manage and maintain documentation for helpdesk systems, processes, and troubleshooting guides.

Stay updated on emerging technologies and trends in the helpdesk and IT support field, implementing necessary changes to improve services.

Lead in-person IT onboarding directly to new hires

Manage onboarding and offboarding processes

Ensure 24/7 coverage and support, including being available on-call during off-hours, weekends, and holidays as needed to address urgent technical issues and maintain seamless operations.

Qualifications:

Minimum 5 years proven experience in IT support, technical support, or helpdesk management roles.

Bachelor's degree required, preferably in Information Technology, Computer Science, or a related field.

Certifications such as ITIL, CompTIA, or other relevant qualifications are a plus.

Demonstrated expertise with Office 365.

Strong knowledge of helpdesk software, ticketing systems, and remote desktop tools.

Prior experience with providing white glove support to senior executives.

Ability to handle high pressure and tense situations.

In-depth understanding of network systems, hardware, software, and operating systems

Excellent problem-solving skills, with the ability to resolve complex technical issues quickly and effectively.

Strong communication and interpersonal skills, with the ability to work with non-technical users and manage a diverse team.

Track record of managing confidential information

Ability to work in a fast-paced environment and handle multiple priorities simultaneously.

Experience in creating and maintaining helpdesk documentation and knowledge bases.

Desired Skills:

Excellent leadership and team-building abilities.

Strong analytical and performance metrics-driven mindset.

Ability to think strategically while managing day-to-day operations.

Customer-focused, with a passion for delivering outstanding service.

Ability to identify opportunities for continuous improvement in helpdesk processes.

Benefits/Compensation:

The anticipated base salary for this role is $130,000-$150,000. The compensation range for this role is specific to New York City and actual base salary will be determined by several components including but not limited to an individual’s experience, skill set and qualifications. Wafra is committed to the wellbeing of all employees and the hired candidate will be offered our comprehensive benefits package, including but not limited to, retirement benefits, health insurance, life insurance, paid holidays and time off and various wellness benefits.