IT Help Desk Manager

Connection; City of Glens Falls (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Connection is seeking an IT Manager, Support (Help Desk Manager) to lead the IT Support/Help Desk team and guide daily operations, service delivery, and team performance. The role focuses on end-user support and developing people to improve IT support operations.

The ideal candidate will have a collaborative leadership style, strong problem-solving skills, and a passion for strengthening IT processes and customer service.

Qualifications

• Bachelor’s degree or equivalent in IT or a related field.
• 8+ years in IT Support/Help Desk.
• 3+ years in supervisory or team leadership roles.
• Experience managing Help Desk operations and ticketing systems.
• Strong knowledge of Windows, Microsoft 365, Active Directory, and end-user computing.

Responsibilities

• Lead and manage the IT Support/Help Desk team, including staffing, scheduling, performance management, coaching, and career development.
• Oversee day-to-day Help Desk operations, including ticket management, escalations, service levels, and workload prioritization.
• Provide hands-on guidance for troubleshooting hardware, software, network, and Microsoft 365 issues.
• Monitor support metrics and develop monthly reports and KPIs for management.
• Manage Active Directory users, permissions, and onboarding/offboarding documentation.
• Partner with HR to improve onboarding and IT support processes.
• Identify employee technology needs and coordinate training materials.
• Assist with hardware purchasing, deployment, and upgrades.
• Develop relationships with IT vendors and service providers.
• Stay current on IT policies, procedures, technologies, and best practices.
• Partner with management to support department-wide technology initiatives.
• Promote continuous improvement and a strong customer-service culture within IT Support.

Skills

IT leadership

Help desk management

Staff scheduling

Performance management

Windows & Microsoft 365

Active Directory

Ticketing systems

Vendor relations

Problem solving

Customer service

Team coaching

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft 365 admin tools

Job description

Connection has a great opportunity through our Technical Staffing division for an IT Manager, Support (Help Desk Manager). This role is responsible for leading the IT Support team, overseeing daily operations, service delivery, team performance, and end-user support. The ideal candidate is a collaborative leader with strong problem-solving skills and a passion for developing people and improving IT support operations.

Responsibilities

• Lead and manage the IT Support/Help Desk team, including staffing, scheduling, workflow, performance management, coaching, and career development.
• Oversee day-to-day Help Desk operations, including ticket management, call center activities, escalations, service levels, and workload prioritization.
• Provide hands-on guidance for troubleshooting hardware, software, network, and Microsoft 365 issues.
• Monitor support metrics and develop monthly reports and KPIs for management to evaluate service performance and identify improvement opportunities.
• Manage Active Directory user accounts, permissions, access rights, and onboarding/offboarding documentation.
• Partner with Human Resources to improve new-hire technology orientation, onboarding, training, and IT support processes.
• Identify employee technology needs and coordinate appropriate training programs and educational materials.
• Assist with IT hardware purchasing, deployment, installation, upgrades, and technology implementations.
• Develop and maintain strong relationships with IT vendors and service providers, ensuring quality products and services.
• Stay current on IT policies, procedures, technologies, and best practices; recommend and implement improvements as appropriate.
• Partner with IT management and cross-functional teams to support department and company-wide technology initiatives.
• Promote continuous improvement, operational efficiency, and a strong customer-service culture within the IT Support team.

Qualifications

• Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
• 8+ years of IT Support/Help Desk experience.
• 3+ years of supervisory or team leadership experience preferred.
• Experience managing or supporting Help Desk/Call Center operations and ticketing systems.
• Strong knowledge of Windows, Microsoft 365 applications and administration, Active Directory, and end-user computing.
• Experience with user account administration, permissions, access management, and IT onboarding processes.
• Strong understanding of IT support operations, troubleshooting, and service delivery.