IT Helpdesk Manager

COMPANY SUMMARY

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT’s flagship Empire State Building, the “World's Most Famous Building,” features its iconic Observatory that was declared the #1 Attraction in the World – and the #1 Attraction in the U.S. for the third consecutive year – in Tripadvisor’s 2024 Travelers’ Choice Awards: Best of the Best Things to Do. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of December 31, 2024, ESRT’s portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 732 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook, Instagram, TikTok, X, and LinkedIn.

The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified™ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.

POSITION SUMMARY 

The IT Helpdesk Manager is responsible for leading the company’s technical support team, overseeing the day-to-day customer service operations, and ensuring the timely resolution of technical support issues. The successful candidate must be hands-on with strong technical acumen and a five-star customer service focus. The IT Helpdesk Manager will also play a critical role in management and support of the company’s helpdesk software and partner with the network, cyber, and application teams to ensure support SLA’s are achieved.

• Assist employees with computer related issues (via helpdesk, phone, and email)
• Manage the flow, prioritization, and assignment of helpdesk tickets and requests.
• Manage installations, upgrades and configurations of desktop hardware and software.
• Maintain a current inventory of desktop hardware and software.
• Work closely with the cybersecurity team on the timely patching of desktop systems, including Microsoft patch Tuesday.
• Work closely with the network team on support related issues and problems.
• Manage the support of ESRT’s conference room technology and audio-visual systems including the Empire State Building Observatory.
• Partner with the cybersecurity team to investigate security related activities and incidents.
• Coordinate with Office Services for the management and maintenance of office and facility equipment (copiers, printers, A/V systems, etc.) and employee moves.
• Maintain constant communication with management and staff, on the escalation of critical support outages and issues.
• Provide management with regular support metric and static reports.
• Assist with annual and multi-year project planning for the Information Technology Department.
• Recommend desktop hardware and software purchases.
• Maintain helpdesk team support rotation and coverage schedules.
• Develop a rollout plan for a variety of upgrade projects.
• Assist in the selection process for new helpdesk related solutions.
• Author or edit user guides and system documentation.
• Review and assist with prioritizing support projects, keeping milestones updated in a timely manner.

• Success in this position requires a balance of strong organizational focus with consideration of employees and our key stakeholders.
• There should be a balance of team-first attitude with business-focused goals.
• This position must be able to work with our existing processes and provide recommendations on improvements and heightened efficiencies.
• Leveraging time management and project skills to set proper expectations.
• Solid working knowledge of the firm’s overall desktop technology.
• Manager the team to meet support response time SLA’s.
• Collaborate with team to provide five-star customer service.
• Embrace cyber and audit best practices in all aspects of the job.
• Follow firm SOPs, policies, and procedures.

• Proficient computer skills, including Microsoft Office Suite.
• Experience with Windows 11, Windows 10, and Mac OS.
• Working knowledge of Salesforce Cases.
• Well versed on desktop software patching solutions.
• Understanding of core network concepts to assist in the troubleshooting of support issues.
• Excellent communication skills, both written and verbal.
• Ability to follow up with user and set proper expectations for service levels.
• Strong organizational and administrative skills.
• Detail-oriented with strong analytical and problem-solving skills.
• Ability to manage multiple projects.
• Ability to train, mentor, and manager a team.

• Bachelor’s degree in computer science preferred
• 5+ years of hands-on management of a helpdesk environment
• 5+ years of real estate, REIT-focused experience preferred
• Proven track record of completing large-scale, enterprise-level projects on-time and on-budget

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

• At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition, ESRT employees embody our Company Culture & Success Factors -
• Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable – you take a strong sense of ownership and accountability over your work
• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
• Curious – you consistently look for new ways to work smarter, not just harder
• Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
• Positive – you possess a service-oriented attitude with excellent follow through

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre-tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support

• Generous paid time off
• Flex Summer Fridays
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observatory access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs

ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.