IT Help Desk Manager

IT Help Desk Manager

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Glens Falls, NY

CONNECTION

At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. We’d love for you to join us and make your mark on the future of technology.

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Full Time

Overview : Connection has a great opportunity through our Technical Staffing division for an IT Manager, Support (Help Desk Manager). This role is responsible for leading the IT Support team, overseeing daily operations, service delivery, team performance, and end-user support. The ideal candidate is a collaborative leader with strong problem-solving skills and a passion for developing people and improving IT support operations.

Responsibilities :

• Lead and manage the IT Support/Help Desk team, including staffing, scheduling, workflow, performance management, coaching, and career development.
• Oversee day-to-day Help Desk operations, including ticket management, call center activities, 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 to evaluate service performance and identify improvement opportunities.
• Manage Active Directory user accounts, permissions, access rights, and onboarding/offboarding documentation.
• Partner with Human Resources to improve new-hire technology orientation, onboarding, training, and IT support processes.
• Identify employee technology needs and coordinate appropriate training programs and educational materials.
• Assist with IT hardware purchasing, deployment, installation, upgrades, and technology implementations.
• Develop and maintain strong relationships with IT vendors and service providers, ensuring quality products and services.
• Stay current on IT policies, procedures, technologies, and best practices; recommend and implement improvements as appropriate.
• Partner with IT management and cross-functional teams to support department and company-wide technology initiatives.
• Promote continuous improvement, operational efficiency, and a strong customer-service culture within the IT Support team.

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Requirements :

• Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
• 8+ years of IT Support/Help Desk experience.
• 3+ years of supervisory or team leadership experience preferred.
• Experience managing or supporting Help Desk/Call Center operations and ticketing systems.
• Strong knowledge of Windows, Microsoft 365 applications and administration, Active Directory, and end-user computing.
• Experience with user account administration, permissions, access management, and IT onboarding processes.
• Strong understanding of IT support operations, troubleshooting, and service delivery.