IT Helpdesk Manager – End-User Support Lead

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 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.