Manager, ETS

Solidifi US Inc.; Buffalo (NY); On-site; USD 82,500 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Employee assistance programs

Job summary

Solidifi US Inc. is looking for a Manager, Helpdesk in Buffalo, NY. This key role oversees IT Helpdesk operations, manages a team of System Support Analysts, and ensures high-quality technical support for users.

The ideal candidate should have over 5 years of experience in technical support, with a strong knowledge of platforms like Microsoft 365 and Azure. The position provides a competitive salary and a comprehensive benefits package.

Qualifications

• 5+ years in helpdesk or IT operations.
• 2+ years in supervisory role.
• Ability to track KPIs and drive improvements.

Responsibilities

• Oversee daily helpdesk operations.
• Monitor response and resolution performance.
• Lead and evaluate helpdesk staff.

Skills

Microsoft 365

Azure AVD

VMware

Cisco

Communication Skills

Troubleshooting

Analytical Skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Ticketing Systems

ITSM platforms

Job description

NC2S Full-Time Buffalo, NY, US

Salary Range: $82,500.00 To $95,000.00 Annually

Job Title: Manager, Helpdesk

Department: Enterprise Technology Services (ETS)

The Manager, Helpdesk is a hands‑on lead role responsible for overseeing the day‑to‑day operations of the IT Helpdesk within Enterprise Technology Services (ETS). This role leads a team of System Support Analysts to deliver consistent, high‑quality technical support for the enabling technologies used by our end users.

Responsibilities

Helpdesk Operations & Service Delivery

• Own and manage daily helpdesk operations, including ticket intake, prioritization, assignment, escalation, and resolution within defined service expectations.
• Monitor and improve response and resolution performance to ensure consistent, timely support for end users.
• Manage the ticketing system to ensure requests are properly categorized, tracked, and reported on.
• Develop and maintain standardized workflows, escalation procedures, and troubleshooting guides to improve first‑contact resolution and consistency.
• Lead, mentor, and evaluate the performance of helpdesk staff, fostering a culture of accountability, collaboration, and continuous improvement.
• Develop and implement training plans to keep team skills current across supported platforms and tools.
• Manage staffing levels, scheduling, and workload distribution to meet service demand across business hours.
• Conduct regular one‑on‑ones, team meetings, and performance reviews to set expectations and support employee growth.
• Track and report on key performance indicators such as first‑contact resolution, response and resolution time, ticket volume, and customer satisfaction.
• Provide regular reporting on helpdesk productivity, trends, and service performance to IT leadership.
• Identify recurring issues and recommend process, tooling, or training improvements to reduce ticket volume and improve the end‑user experience.
• Drive adoption of automation, self‑service tools, and knowledge content to increase efficiency and empower end users.

Enabling Technologies Support

• Ensure the helpdesk team provides effective support for the organization’s enabling technologies, including:
  • Microsoft 365, including Copilot adoption support
  • Microsoft Azure and Azure Virtual Desktop
  • VMware virtualization environments
  • Cisco Cloud calling
  • Ticketing and ITSM platforms
• Manage and maintain the helpdesk knowledge base and end‑user self‑service portal to ensure accuracy and usability.
• Serve as the primary escalation point for complex or high‑severity issues, ensuring timely resolution and clear communication to affected users and leadership.
• Collaborate with Tier 2 and Tier 3 support teams to resolve escalated incidents and support root cause analysis.
• Partner with IT and business teams to support technology rollouts, migrations, and organizational initiatives.

Strategic Alignment

• Align helpdesk operations with enterprise technology priorities, including digital employee experience, workplace AI adoption, and end‑user computing initiatives.
• Provide input into technology planning, tool selection, and budget discussions related to end‑user support.
• Plan for scalability as ticket volume and complexity grow with the organization.

Skills and Expertise

• 5+ years of experience in a helpdesk, technical support, or IT operations role, with at least 2 years in a supervisory or team lead capacity.
• Strong technical background across Microsoft 365, Azure AVD, VMware, and Cisco.
• Experience managing ticketing systems and ITSM processes.
• Demonstrated ability to develop service standards, track KPIs, and drive continuous improvement.
• Strong analytical and troubleshooting skills with attention to detail.
• Excellent communication and interpersonal skills, with the ability to translate technical issues into clear, practical guidance.
• Demonstrated initiative, ownership, and a strong customer‑service mindset.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• ITIL Foundation certification or equivalent ITSM framework experience.
• Experience supporting enabling technologies in a financial services or professional services environment.
• Familiarity with automation, AI‑driven support solutions, and self‑service portal management.

We provide a comprehensive benefits package that includes health, dental, and vision insurance, life insurance (basic and voluntary), short‑ and long‑term disability coverage, FSA plan, 401(k) with company match, wellness webinars, employee assistance programs, paid time off, volunteer time off, and paid holidays.

Equal Opportunity Employer

Solidifi is an Equal Opportunity Employer; applicants are considered for all roles without regard to race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Please advise us at any point during the recruitment and selection process if you require accommodation. Solidifi is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities.