IT Help Desk Manager: Lead World-Class Tech Support

Spectrum Health & Human Services; Town of Orchard Park (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Spectrum Health & Human Services in Orchard Park, NY seeks an IT Help Desk Manager to lead frontline technical support for employees and external partners, shaping a world-class service experience. You will manage a busy ticketing system, drive ITIL-based processes, and guide a dedicated team to deliver reliable technology solutions across the organization.

The role requires hands-on leadership, strong communication, and strategic focus on improving end-user satisfaction, incident response, and

Qualifications

• Associate degree or equivalent experience in business or computer science.
• 3+ years in a technical Service/Helpdesk role with root cause analysis.
• Experience with ITILv2 or newer framework.
• Valid driver's license with clean record.
• Ability to lead a team and communicate effectively.
• Willing to work on-site in Orchard Park, NY.

Responsibilities

• Deliver frontline technical support for employees and external partners.
• Lead the Help Desk team to achieve performance goals.
• Establish ITILv3 standards and drive continuous improvement.
• Monitor ticket volume and service metrics.
• Escalate software and third-party issues to appropriate teams.
• Report operational metrics to leadership.
• Ensure projects are delivered on time and within budget.

Skills

ITIL

Team leadership

Customer support processes

Knowledge base management

Asset management

Unified communications administration

Education

Associate degree in business or CS

Tools

Unified communications systems

Ticketing system

IT hardware/software knowledge

Job description

Spectrum Health & Human Services in Orchard Park, NY seeks an IT Help Desk Manager to lead frontline technical support for employees and external partners, shaping a world-class service experience. You will manage a busy ticketing system, drive ITIL-based processes, and guide a dedicated team to deliver reliable technology solutions across the organization.

The role requires hands-on leadership, strong communication, and strategic focus on improving end-user satisfaction, incident response, and