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Service Desk & Applications Lead

Black Birch Technology Group

New York, New York

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JOB DETAILS
SKILLS
Access Control, Asset Management, Best Practices, Change Management, Cloud Applications, Cloud Computing, Communication Skills, Compensation and Benefits, Computer Science, Computer Skills, Content Management Systems (CMS), Continuous Improvement, Customer Acquisition, Customer Relationship Management (CRM), Customer Support/Service, Detail Oriented, Diversity, Employee Benefits, Enterprise Application Integration (EAI), Enterprise Applications, Identify Issues, Identity Data Management, Information Technology & Information Systems, Information/Data Security (InfoSec), Insurance, Internet Security, Knowledge Base, Leadership, Management of Information Systems/Technology (MIS), Microsoft Office, Microsoft Project, Multiplatform/Cross-Platform, Multitasking, Operational Support, Organizational Skills, Performance Analysis, Problem Solving Skills, Reporting Skills, Service Delivery, Service Level Agreement (SLA), Software Administration, System Architecture, System Integration (SI), Systems Administration/Management, Systems Engineering, Systems Maintenance, Technical Leadership, Technical Support, Technical Writing, Testing, Time Management
LOCATION
New York, New York
POSTED
2 days ago
We are looking for an experienced IT Systems & Applications Lead to support global IT operations, maintain business -critical systems, and lead technical projects across Microsoft platforms, enterprise applications, cloud services, cybersecurity, and infrastructure.
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This role is ideal for a hands -on technical professional who can provide day -to -day support, manage systems and applications, coordinate with vendors, and contribute to larger IT initiatives such as CRM, CMS, cloud migrations, integrations, system upgrades, and office technology setups.
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The position requires strong technical depth, excellent troubleshooting skills, project leadership, and the ability to work effectively with business stakeholders across different locations and cultures.
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This position is hybrid, so you will be required to go to site. 
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  • Provide day -to -day technical support to staff across global locations, including hardware, software, network, application, and user access issues.
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  • Maintain IT systems, infrastructure, and applications to ensure they remain secure, updated, reliable, and operating effectively.
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  • Support the development, implementation, and optimization of IT systems, including CRM and CMS platforms.
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  • Lead technical projects involving enterprise applications, cloud migrations, system upgrades, integrations, and new office technology setups.
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  • Support Microsoft 365 environments, including Exchange Online, Teams, SharePoint Online, Entra ID/Azure, and related business applications.
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  • Assist with system configuration, troubleshooting, performance monitoring, and continuous improvement initiatives.
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  • Monitor system health, availability, performance, and security posture across enterprise platforms.
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  • Help maintain cybersecurity controls, user access management, identity management, and compliance with data protection policies.
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  • Manage and track IT assets, including hardware and software inventories.
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  • Coordinate with external IT vendors and service providers to ensure timely issue resolution and smooth service delivery.
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  • Maintain technical documentation, system configurations, architecture diagrams, IT procedures, user guides, and knowledge base articles.
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  • Support change management, user adoption, and technical training initiatives.
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  • Prepare reports on IT system performance, recurring issues, trends, and improvement opportunities for leadership.
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  • Provide IT support in alignment with established Service Level Agreements to ensure high -quality service delivery.
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  • Stay current on emerging IT tools, technologies, cybersecurity practices, and industry best practices.<\/span>
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    Requirements<\/h3>

    Work Location<\/span><\/span>
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    This role is open only to candidates located in one of the following approved locations:<\/span>
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    • New York<\/span>
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    • New Jersey<\/span>
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    • Connecticut<\/span>
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    • Toronto, Canada<\/span>
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      Candidates must currently be based in one of these locations to be considered for the position.<\/span>
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      Other Requirements:<\/b><\/span>
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      • Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

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      • 7+ years of hands -on experience in a senior systems engineering, systems administration, or IT operations role.

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      • Strong experience supporting global, remote, or multi -location environments preferred.

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      • Solid understanding of IT infrastructure, networking fundamentals, Microsoft Office applications, and cloud -based solutions.

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      • Experience with Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, Entra ID/Azure, Dynamics 365, and Business Central highly desired.

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      • Familiarity with cybersecurity controls, data protection requirements, user access controls, and identity management solutions.

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      • Experience supporting enterprise applications, integrations, cloud migrations, and system upgrade projects.

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      • Strong analytical, troubleshooting, and problem -solving skills.

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      • Excellent communication skills with the ability to explain technical issues clearly to both technical and non -technical stakeholders.

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      • Highly organized, detail -oriented, and able to manage multiple priorities and complex deliverables.

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      • Ability to work effectively with vendors, internal teams, leadership, and business stakeholders.

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      • Strong interpersonal skills, diplomacy, and a collaborative team -oriented approach.

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      • Ability to work across diverse cultures, locations, and organizational levels.

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      • Flexible, proactive, adaptable, and comfortable working in a dynamic environment.<\/span>
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        Benefits<\/h3>
        The compensation range for this role considers factors such as experience, skills, training, certifications, location, and business needs.<\/span>
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        For candidates based in <\/span>New York, New Jersey, Connecticut, or Toronto, Canada<\/span><\/b>, the estimated compensation range is <\/span>$90,000 to $130,000 annually<\/span><\/b>, equivalent to approximately <\/span>$7,500 to $10,833 per month<\/span><\/b>.<\/span>
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        Eligible employees may have access to benefits based on their country of employment, location, and applicable plan requirements. For eligible US -based employees, benefits may include medical, dental, vision, basic life insurance, 401(k), and deferred compensation plans, subject to applicable eligibility requirements and plan documents.<\/span>
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        We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected basis, in accordance with applicable law.<\/span>
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About the Company

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Black Birch Technology Group