Helpdesk Manager: Lead IT Support & Operations

Solidifi US Inc.; Buffalo (NY); On-site; USD 82,500 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Employee assistance programs

Job summary

Solidifi US Inc. is looking for a Manager, Helpdesk in Buffalo, NY. This key role oversees IT Helpdesk operations, manages a team of System Support Analysts, and ensures high-quality technical support for users.

The ideal candidate should have over 5 years of experience in technical support, with a strong knowledge of platforms like Microsoft 365 and Azure. The position provides a competitive salary and a comprehensive benefits package.

Qualifications

• 5+ years in helpdesk or IT operations.
• 2+ years in supervisory role.
• Ability to track KPIs and drive improvements.

Responsibilities

• Oversee daily helpdesk operations.
• Monitor response and resolution performance.
• Lead and evaluate helpdesk staff.

Skills

Microsoft 365

Azure AVD

VMware

Cisco

Communication Skills

Troubleshooting

Analytical Skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Ticketing Systems

ITSM platforms

Job description

Solidifi US Inc. is looking for a Manager, Helpdesk in Buffalo, NY. This key role oversees IT Helpdesk operations, manages a team of System Support Analysts, and ensures high-quality technical support for users.

The ideal candidate should have over 5 years of experience in technical support, with a strong knowledge of platforms like Microsoft 365 and Azure. The position provides a competitive salary and a comprehensive benefits package.