IT Help Desk Manager — Lead Tech Support & Operations

RiseMe

City of Glens Falls (NY)

On-site

USD 95,000 - 130,000

Full time

5 days ago

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Job summary

RiseMe is seeking an IT Manager, Support to lead the IT Support/Help Desk team and drive daily operations in Glens Falls, NY. You will oversee ticketing workflows, service levels, and performance metrics while mentoring staff and coordinating onboarding programs.

The ideal candidate brings 8+ years in IT support with 3+ years in a supervisory role, proficiency in Windows, Microsoft 365, and Active Directory, and a strong focus on customer service and process improvement.

Qualifications

Bachelor's degree or equivalent professional experience in IT.
8+ years of IT Support/Help Desk experience.
3+ years supervisory or leadership experience preferred.
Experience with 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, 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.