Help Desk Manager

Spectrum Health & Human Services; Town of Orchard Park (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Spectrum Health & Human Services in Orchard Park, NY seeks an IT Help Desk Manager to lead frontline technical support for employees and external partners, shaping a world-class service experience. You will manage a busy ticketing system, drive ITIL-based processes, and guide a dedicated team to deliver reliable technology solutions across the organization.

The role requires hands-on leadership, strong communication, and strategic focus on improving end-user satisfaction, incident response, and

Qualifications

• Associate degree or equivalent experience in business or computer science.
• 3+ years in a technical Service/Helpdesk role with root cause analysis.
• Experience with ITILv2 or newer framework.
• Valid driver's license with clean record.
• Ability to lead a team and communicate effectively.
• Willing to work on-site in Orchard Park, NY.

Responsibilities

• Deliver frontline technical support for employees and external partners.
• Lead the Help Desk team to achieve performance goals.
• Establish ITILv3 standards and drive continuous improvement.
• Monitor ticket volume and service metrics.
• Escalate software and third-party issues to appropriate teams.
• Report operational metrics to leadership.
• Ensure projects are delivered on time and within budget.

Skills

ITIL

Team leadership

Customer support processes

Knowledge base management

Asset management

Unified communications administration

Education

Associate degree in business or CS

Tools

Unified communications systems

Ticketing system

IT hardware/software knowledge

Job description

Spectrum Health & Human Services respectfully partner with adults, children, and families as they recover from behavioral, emotional, mental health, and/or substance-related disorders by offering individualized and meaningful opportunities of hope, empowerment, and support to achieve self-defined improvements in their quality of life.

Full-time: 227 Thorn Avenue, Orchard Park, NY, must be located in the area to commute to Orchard Park NY

SUMMARY OF POSITION FUNCTION:

The IT Help Desk Manager's primary objective is resolving and providing remediation on all technical issues reported throughout the organization's ticketing system. The position also requires hands‑on leadership and is responsible for delivering a world‑class support experience for the entire organization and external partners. The HelpDesk Manager is expected to provide technical support at a granular level with all technical issues while achieving departmental overall goals and objectives. Additionally, the HelpDesk Manager must work independently with solid leadership, communication, and advance-level technical skills while leading and fostering a team to excel and exceed performance expectations.

MAJOR DUTIES AND RESPONSIBILITIES:

• Deliver frontline technical support for all employees and external partners.
• Foster positive end‑user relationships, drive customer satisfaction, and team management and leadership are a must.
• Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs.
• Establish and implement ITILv3 Framework standards with constant goals for improvement.
• Analyze the business requirements of all departments to determine their technology requirements and needs.
• Successful delivery of services and projects supporting the business both on time and within budget.
• Escalation and resolution of software issues to the information systems/development team
• Escalation and resolution of third‑party software/systems issues by the support team
• Define team goals and lead IT personnel to achieve desired results while being accountable for team performance.

SKILLS/COMPETENCIES:

• Define and implement processes and procedures for supporting all departments across the organization.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Develop and maintain Technical Support/knowledge base. Oversee Asset Management and Inventory
• Manages the software and hardware recommended purchases for the department. This entails analysis of technology trends and recommending effective and economical solutions.
• Inspect the use of technological equipment and software to ensure functionality and efficiency.
• Identify the need for upgrades, configurations or new systems and report to upper management.
• Administration and support of unified communication, including phone system and its related applications.
• Manages and works with cross‑team projects with all departments.
• Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.
• Management reserves the right to assign or reassign duties and responsibilities at any time within the team.
• Accomplish department objectives by supervising employees and monitoring their progress and performance.
• Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees and fostering growth opportunities.
• Conduct regular or routine check‑ins with all direct reports to monitor performance, track the progress of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to the organization's policies and compliance.
• Willing to accept other duties assigned as needed

EDUCATION REQUIREMENTS:

• Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position.

EXPERIENCE:

• 3+ years of experience in a technical capacity with hands‑on experience
• 3+ years of experience and a general understanding of the ITILv2 or later framework
• 3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation.
• 3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge

Must possess a valid Driver's License with a satisfactory driving record