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IT Help Desk Manager

Glens Falls, NY, US • Posted 1 day ago • Updated 5 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Conflict Resolution
Problem Solving
Recruiting
Scheduling
Workflow
Performance Management
Coaching
Network
KPI
Documentation
Human Resources
Training
Computer Hardware
Purchasing
IT Management
Continuous Improvement
Operational Efficiency
Customer Service
Information Technology
Supervision
Team Leadership
Management
Help Desk
Call Center
Microsoft Windows
Microsoft Office
Active Directory
End-user Computing
Identity Management
Onboarding
Technical Support
Service Delivery

Conflict Resolution
Problem Solving
Recruiting
Scheduling
Workflow
Performance Management
Coaching
Network
KPI
Documentation
Human Resources
Training
Computer Hardware
Purchasing
IT Management
Continuous Improvement
Operational Efficiency
Customer Service
Information Technology
Supervision
Team Leadership
Management
Help Desk
Call Center
Microsoft Windows
Microsoft Office
Active Directory
End-user Computing
Identity Management
Onboarding
Technical Support
Service Delivery

Summary

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.

Qualifications

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: PCCONN
Position Id: ff5a30be865522255d7c9c1e561a28af
Posted 1 day ago

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