Information Technology Help Desk Manager

Solidifi; Buffalo (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Wellness webinars

Paid time off

Volunteer time off

Paid holidays

Job summary

Solidifi in Buffalo, NY is seeking a Manager, Helpdesk to lead the IT Helpdesk within Enterprise Technology Services. You will mentor a team of System Support Analysts and ensure high-quality end-user support across enabled technologies.

The role emphasizes service delivery, ticket management, KPI tracking, automation, and collaboration with Tier 2/3 teams to resolve incidents and drive continuous improvement.

Qualifications

• 5+ years in a helpdesk or IT operations role with a supervisory capacity.
• Strong technical background across M365, Azure AVD, VMware, and Cisco.
• Experience managing ticketing systems and ITSM processes.
• Proven ability to develop service standards and KPIs.

Responsibilities

• Own and manage daily helpdesk operations, including ticket intake, prioritization, assignment, escalation, and resolution within service expectations.
• Monitor and improve response and resolution performance for timely end-user support.
• Lead, mentor, and evaluate helpdesk staff; develop training plans and career growth.
• Track KPIs like first-contact resolution, time to respond, and ticket volume.
• Collaborate with Tier 2/3 teams to resolve escalated incidents and drive root-cause analysis.
• Drive automation, self-service tools, and knowledge content to increase efficiency.

Skills

Microsoft 365

Azure AVD

VMware

Cisco

ITSM

Education

Bachelor’s degree in CS/IT or related field

ITIL Foundation certification

Tools

Ticketing system

Job description

Solidifi is a leading network management services provider for the residential lending industry. Our platform combines proprietary technology and network management capabilities with tens of thousands of independent qualified field professionals to create an efficient marketplace for the provision of mortgage lending services. We are a leading independent provider of residential real estate appraisals and title, and settlement services. Our clients include top 100 mortgage lenders in the U.S. and some of the largest banks and insurance companies in North America. Solidifi is a wholly owned subsidiary of Real Matters (TSX: REAL). Visit www.solidifi.com for more information and stay connected with our latest news on LinkedIn.

About the Role

The Manager, Helpdesk is a hands-on lead role responsible for overseeing the day-to-day operations of the IT Helpdesk within Enterprise Technology Services (ETS). This role leads a team of System Support Analysts to deliver consistent, high-quality technical support for the enabling technologies used by our end users.

Responsibilities

• Helpdesk Operations & Service Delivery
• Own and manage daily helpdesk operations, including ticket intake, prioritization, assignment, escalation, and resolution within defined service expectations.
• Monitor and improve response and resolution performance to ensure consistent, timely support for end users.
• Manage the ticketing system to ensure requests are properly categorized, tracked, and reported on.
• Develop and maintain standardized workflows, escalation procedures, and troubleshooting guides to improve first-contact resolution and consistency.
• Lead, mentor, and evaluate the performance of helpdesk staff, fostering a culture of accountability, collaboration, and continuous improvement.
• Develop and implement training plans to keep team skills current across supported platforms and tools.
• Manage staffing levels, scheduling, and workload distribution to meet service demand across business hours.
• Conduct regular one-on-ones, team meetings, and performance reviews to set expectations and support employee growth.
• Track and report on key performance indicators such as first-contact resolution, response and resolution time, ticket volume, and customer satisfaction.
• Provide regular reporting on helpdesk productivity, trends, and service performance to IT leadership.
• Identify recurring issues and recommend process, tooling, or training improvements to reduce ticket volume and improve the end-user experience.
• Drive adoption of automation, self-service tools, and knowledge content to increase efficiency and empower end users.
• Enabling Technologies Support
• Ensure the helpdesk team provides effective support for the organization’s enabling technologies, including:
• Cisco Cloud calling
• Ticketing and ITSM platform
• Manage and maintain the helpdesk knowledge base and end-user self-service portal to ensure accuracy and usability.
• Serve as the primary escalation point for complex or high-severity issues, ensuring timely resolution and clear communication to affected users and leadership.
• Collaborate with Tier 2 and Tier 3 support teams to resolve escalated incidents and support root cause analysis.
• Partner with IT and business teams to support technology rollouts, migrations, and organizational initiatives.
• Strategic Alignment
• Align helpdesk operations with enterprise technology priorities, including digital employee experience, workplace AI adoption, and end-user computing initiatives.
• Provide input into technology planning, tool selection, and budget discussions related to end-user support.
• Plan for scalability as ticket volume and complexity grow with the organization

Qualifications

• 5+ years of experience in a helpdesk, technical support, or IT operations role, with at least 2 years in a supervisory or team lead capacity.
• Strong technical background across Microsoft 365, Azure AVD, VMware, and Cisco.
• Experience managing ticketing systems and ITSM processes.
• Demonstrated ability to develop service standards, track KPIs, and drive continuous improvement.
• Strong analytical and troubleshooting skills with attention to detail.
• Excellent communication and interpersonal skills, with the ability to translate technical issues into clear, practical guidance.
• Demonstrated initiative, ownership, and a strong customer-service mindset.

Preferred Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• ITIL Foundation certification or equivalent ITSM framework experience.
• Experience supporting enabling technologies in a financial services or professional services environment.
• Familiarity with automation, AI-driven support solutions, and self-service portal management.

We provide a comprehensive benefits package that includes health, dental, and vision insurance, life insurance (basic and voluntary), short- and long-term disability coverage, FSA plan, 401(k) with company match, Wellness webinars, employee assistance programs, paid time off, volunteer time off, and paid holidays.

Equal Opportunity Statement

Solidifi is an Equal Opportunity Employer; applicants are considered for all roles without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Please advise us at any point during the recruitment and selection process if you require accommodation. Solidifi is committed to compliance with all applicable legislation, including providing accommodation for