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Help Desk Manager—Technology

The Help Desk Manager is a hands-on technical leader who is responsible for delivering an exceptional end-user support experience for Brooklyn Museum staff. This position works with the Director of Technology and various stakeholders throughout the organization to ensure that staff are empowered with the technology tools and training required to help the Museum reach its goals and fulfill its mission. We’re seeking someone with strong technical aptitude and communications skills who can solve complex technical issues while considering the big picture.


  • Minimum of five years of hands-on technical / end-user support in an enterprise network environment
  • Minimum of two years of experience in managing staff and resources
  • Demonstrated planning, organizational, and leadership skills to deliver projects on schedule and within budget
  • Advanced knowledge of Microsoft Windows, Office, and Outlook (knowledge of Adobe Creative Cloud a plus)
  • Experience writing end-user documentation and providing technical training
  • Experience with IT Help Desk ticketing systems and inventory management systems
  • Experience with Google G Suite and/or Microsoft Office 365 in an enterprise environment
  • Strong communication and interpersonal skills, including the ability to convey technical concepts to a non-technical audience

A successful candidate will meet many of these requirements and have the desire and capacity to learn the rest on the job.


  • Manage and support the Help Desk team, including mentoring and training
  • Schedule and manage after-hours support and participate in on-call rotation
  • Troubleshoot and resolve technical issues for Windows PCs, Mac, iOS, Android devices and associated peripherals
  • Escalate advanced technical issues to appropriate staff while providing timely status updates to requestors and ensuring the issue is resolved to the customer’s satisfaction
  • Develop end-user training and documentation
  • Collect feedback and analyze data to improve processes, documentation, and training
  • Work with Senior Network Administrator to ensure systems and end-user platforms are kept up to date with current security standards
  • Manage the budget and purchasing for the Help Desk
  • Liaise with department stakeholders to determine their technology needs and identify solutions
  • Collaborate on defining and implementing processes and procedures for supporting staff across the organization
  • Oversee hardware and software inventory, including asset management and life cycle
  • Other responsibilities as assigned

Start date: Immediately

Department: Technology

Reports to: Director of Technology

Position type: Full-time

Union status: Non-union

Grade & salary: F - $89,000

FLSA status: Exempt

Schedule: 35 hours per week, Monday through Friday, 9 am to 5 pm. This is a 9–5 position, but may require additional time outside of working hours in case of emergencies and upgrades. The person in this position will participate in an on-call rotation for after-hours and weekend support. Punctuality is critical.

Apply online

If you have questions about our online application system, please get in touch with us at

At the Brooklyn Museum, we value all types of experience. For us, a successful candidate has many of the qualities listed in our job postings, and the desire and capacity to learn the rest on the job. If much, but not all, of a job posting describes you, we welcome your application.