IT Support & Service Delivery Leader

Connection; City of Glens Falls (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Connection is seeking an IT Manager, Support (Help Desk Manager) to lead the IT Support/Help Desk team and guide daily operations, service delivery, and team performance. The role focuses on end-user support and developing people to improve IT support operations.

The ideal candidate will have a collaborative leadership style, strong problem-solving skills, and a passion for strengthening IT processes and customer service.

Qualifications

• Bachelor’s degree or equivalent in IT or a related field.
• 8+ years in IT Support/Help Desk.
• 3+ years in supervisory or team leadership roles.
• Experience managing 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, performance management, coaching, and career development.
• Oversee day-to-day Help Desk operations, including ticket management, 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.
• Manage Active Directory users, permissions, and onboarding/offboarding documentation.
• Partner with HR to improve onboarding and IT support processes.
• Identify employee technology needs and coordinate training materials.
• Assist with hardware purchasing, deployment, and upgrades.
• Develop relationships with IT vendors and service providers.
• Stay current on IT policies, procedures, technologies, and best practices.
• Partner with management to support department-wide technology initiatives.
• Promote continuous improvement and a strong customer-service culture within IT Support.

Skills

IT leadership

Help desk management

Staff scheduling

Performance management

Windows & Microsoft 365

Active Directory

Ticketing systems

Vendor relations

Problem solving

Customer service

Team coaching

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft 365 admin tools

Job description

Connection is seeking an IT Manager, Support (Help Desk Manager) to lead the IT Support/Help Desk team and guide daily operations, service delivery, and team performance. The role focuses on end-user support and developing people to improve IT support operations.

The ideal candidate will have a collaborative leadership style, strong problem-solving skills, and a passion for strengthening IT processes and customer service.