IT Manager, Support (Help Desk Manager)

Arrow Financial Corporation; City of Glens Falls (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid vacation

Medical insurance

401(k) and Pension plans

Education reimbursement

Job summary

Arrow Financial Corporation is looking for an IT Manager in Glens Falls, NY, to lead the IT Support team. This role involves supervising workflow, maintaining user support, and collaborating with management to achieve operational goals.

The ideal candidate will have over 8 years of relevant IT support experience and knowledge of systems such as Windows, Microsoft 365, and Active Directory. The position offers competitive compensation including various benefits.

Qualifications

• 8+ years of relevant IT support experience.
• 3 years of supervisory experience preferred.
• Experience developing training materials.
• Strong multitasking and prioritization abilities.

Responsibilities

• Lead the IT Support team and manage performance.
• Provide user support and troubleshoot IT equipment.
• Enhance new hire orientation with HR collaboration.
• Oversee IT Support operations and ticket systems.
• Administer user accounts in Active Directory.

Skills

Windows

Microsoft 365

Active Directory

Help desk ticketing tools

Prioritization

Time management

Communication

Problem-solving

Education

Bachelor’s degree in information technology or equivalent experience

Tools

Call center management software

Job description

IT Manager, Support (Help Desk Manager)

Location: Officer Middle Management Main Office, Glens Falls, NY.

Salary: $65,000 - $90,000 per year.

About the position

Responsible for leading the Information Technology (IT) Support team, including supervision, workflow, scheduling, and performance. Assists with computer equipment purchasing and installation. Supports technology training and orientation for end users. Collaborates with the Information Technology Management team to accomplish department, division, and company goals.

Responsibilities

• Provide user support, ensuring familiarity with equipment, networks, troubleshooting, and repair of IT equipment.
• Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, and assess current and future employee IT needs.
• Maintain collaborative relationships with vendors to ensure access to quality products and services.
• Oversee IT Support operations, including call center management, ticket system administration, and reporting to management.
• Keep up to date with policies and procedures, assist with product implementation and continuous upgrades.
• Administer user accounts, permissions, and access rights in Active Directory; prepare user documentation and IT forms for new account setup and changes.
• Manage, coach, and counsel the IT Support team to meet goals, performance standards, and encourage continuous improvement.

Qualifications

• Bachelor’s degree in information technology‑related field or equivalent experience.
• At least 8 years of relevant support experience.
• Preferred: 3 years of supervisory experience.
• Experience with Windows, Microsoft 365, Active Directory, call center management, and help desk ticketing tools.
• Strong prioritization and multitasking ability.
• Excellent written and verbal communication skills.
• Problem‑solving and solution‑implementation abilities.
• Experience developing or evaluating training materials.

Physical Demands

• Sitting for prolonged periods and walking/standing.
• Repetitive use of telephone, mouse, and keyboard.
• Lift or move up to 25 lbs and crawl under desks or equipment.

Benefits

Competitive compensation, paid vacation, sick time, and holidays. Medical, Dental, Vision insurance, and a Flexible Spending Plan. Retirement plans including 401(k), Pension, and Employee Stock Ownership Plan. Education and Tuition Reimbursement. Employee Assistance Program.

Equal Opportunity Employer

We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or any other federally, state, or locally protected class.