IT Help Desk Manager

Center for International Private Enterprise (CIPE); Town of Ashford (NY); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive pay

Variable incentives

401(k) with match up to 6%

4-day workweek

Work-life balance

Job summary

West Valley Cleanup Alliance is seeking an IT Helpdesk Manager to lead the daily operations of the IT helpdesk, ensuring timely support and high customer satisfaction. You will supervise staff, monitor SLAs, implement process improvements, and coordinate with departments to align IT with organizational goals.

The role requires a BA/BS in a technical field, 5+ years in IT support, and 2+ years of leadership experience, with preferred familiarity with NIST/FISMA cybersecurity frameworks and

Qualifications

• BA/BS in Computer Science/Engineering, Information Systems, or related field.
• 5+ years IT support or helpdesk operations.
• 2+ years leadership or supervisory experience.
• Familiarity with NIST, FISMA, or other federal cybersecurity frameworks preferred.
• Experience with ticketing systems (Jira, ServiceDesk).

Responsibilities

• Lead and mentor the helpdesk team to deliver exceptional technical support.
• Oversee ticketing system performance, SLA adherence, escalation protocols, and documentation of issues.

Skills

IT leadership

IT helpdesk

Customer service

Communication

Organization

Education

BA/BS in Computer Science/Engineering, Information Systems, or related technical degree

Tools

Jira

ServiceDesk

Job description

West Valley Cleanup Alliance is the prime contractor selected by the U.S. Department of Energy to manage the Phase 1B Deactivation & Demolition Contract at the West Valley Demonstration Project site. The site is a scenic 30-minute drive south of Buffalo, New York. In cooperation with the New York State Energy Research and Development Authority, West Valley Demonstration Project continues to decontaminate and decommission facilities at this site.

West Valley Cleanup Alliance is a premier employer in the Western New York and southern-tier areas. Our benefit and compensation package includes:

• Competitive pay and opportunity for variable pay incentives
• Extensive benefit offerings focused on your physical, financial, and emotional wellness
• 401(k) savings plan with a 50% employer match up to 6%, plus an additional 6% automatic employer contribution for eligible employees—for a total potential company contribution of 9%.
• 4-day workweek (10 hours per day) for most positions
• Atmosphere fostering work life balance

JOB SUMMARY/PURPOSE OF POSITION

The IT Helpdesk Manager will manage and oversee the daily operations of the IT helpdesk team to ensure timely and effective technical support for end users. This role manages helpdesk staff, monitors service levels, implements process improvements, and ensures high customer satisfaction through efficient resolution and proactive problem management.

MINIMUM QUALIFICATIONS

Education/Experience:

• BA/BS in Computer Science/Engineering, Information Systems, or other technical degree or an equivalent
• Combination of education and related experience
• Minimum of five (5) years’ experience in IT support or helpdesk operations
• Minimum of two (2) years leadership or supervisory experience
• Familiarity with National Institute of Standards Technology (NIST), Federal Information Security Modernization Act (FISMA), or other federal cybersecurity frameworks preferred

Licenses/Certifications:

• Certification in Business analysis preferred (Certified Business Analysis Professional (CBAP), Professional in Business Analysis (PMI-PBA), etc.)

Other Requirements:

• Excellent organizational skills
• Excellent verbal and written communication skills
• Strong computer skills and proficiency in Microsoft Office
• Strong understanding of IT infrastructure and cybersecurity principles
• Experience with ticketing systems (Jira, ServiceDesk, etc.)

All qualified candidates are encouraged to apply. The salary and grade level offered to the selected candidate will be based on the candidate’s education, training, and/or relevant experience.

MAJOR RESPONSIBILITIES/SCOPE OF WORK

• Maintain a safe and healthy work environment by following established safe work practices and procedures; including following all safety rules, use of proper personal protective equipment (PPE), investigating and reporting identified safety concerns or situations.
• Implement and adhere to standards contained in the Company “Code of Conduct,” Company EEO practices, and DOE directives.
• Lead and mentor the helpdesk team to deliver exceptional technical support.
• Oversee ticketing system performance, service-level agreement (SLA) adherence, escalation protocols, and ensure accurate documentation of issues, resolutions, and end user communications.
• Monitor metrics such as response time, resolution rate and customer satisfaction to drive continuous improvement.
• Develop and maintain helpdesk documentation, procedures, training materials, and best practices.
• Collaborate with department managers to gather requirements and define IT priorities to improve service delivery and minimize recurring issues.
• Translate business needs into actionable IT support and infrastructure plans.
• Facilitate regular meetings to align helpdesk operations with organizational goals.
• Identify process improvement opportunities and recommend technology solutions.
• Assist in planning and executing infrastructure upgrades and cybersecurity initiatives.
• Ensure compliance with cybersecurity standards and internal policies.
• Support change management and communication for new IT initiatives.
• Ensure all training and qualifications are up to date, attend educational workshops, and participate in professional societies.

ESSENTIAL FUNCTIONS

• Interpret and follow a wide variety of guidelines, policies, laws, and established practices to accomplish complex tasks.
• Exercise discretion and sound judgement in performing work and recommend improvements to operations and/or processes.
• Identify and resolve a wide variety of complex assignments.
• Use independent judgement to provide solutions to a wide range of complex problems.
• Manage projects and special assignments to deliver results on time and within budget.
• Exchange information, resolve problems and coordinate tasks effectively through written or verbal communication.
• Interface with individuals or groups from inside and outside of the organization.
• Justify, defend, negotiate, or settle matters involving significant or controversial issues in accordance with WVCA practices.
• Regular in person attendance is required.

SUPERVISORY RESPONSIBILITIES:

• Maintains department staff by recruiting, selecting, orienting, and training employees, maintaining a safe, secure, and legal work environment, and developing personal growth opportunities.
• Accomplishes staff results by communicating job expectations, planning, monitoring, appraising job results, coaching, counseling, disciplining employees, developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes department strategic goals by gathering pertinent business, financial, service, and operations information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Treat all employees fairly in all aspects of the employment process by complying with the spirit and intent of federal, state, and local legislation, regulation, and executive orders providing for equal opportunity.
• Completes operations requirements by scheduling and assigning employees, following up on work results.

An Equal Opportunity Employer, including disability/vets.
U.S. Citizenship is required for employment.
This Organization Participates in E-Verify
WVCA is a drug free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screen, and background investigation. All employees are subject to being randomly selected for drug testing without advance notification.