IT Helpdesk Manager: Lead Support & Cybersecurity

Center for International Private Enterprise (CIPE)

Town of Ashford (NY)

On-site

USD 90,000 - 125,000

Full time

42 hours ago

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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

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

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