IT Help Desk Manager

connection· Managed Services / LCS / Staffing
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📍 Glens Falls, NY, USFULL TIME

About this role

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.

Min

Max

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.

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.

Frequently Asked Questions

Is the salary disclosed for the IT Help Desk Manager position at connection?
The salary for this IT Help Desk Manager role at connection is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the IT Help Desk Manager position at connection located?
This IT Help Desk Manager role at connection is based in Glens Falls, NY, US. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the IT Help Desk Manager role at connection full-time or part-time?
This is listed as a FULL TIME position. It is posted as a IT Help Desk Manager role in the Managed Services / LCS / Staffing department at connection.
Which team or department does the IT Help Desk Manager at connection belong to?
This IT Help Desk Manager position is part of the Managed Services / LCS / Staffing department at connection. See the full job description for more information about the team structure and responsibilities.
How do I apply for the IT Help Desk Manager position at connection?
Click the "Apply Now" button on this page. You will be redirected to connection's official application portal hosted on icims where you can submit your application directly.
When was the IT Help Desk Manager job at connection posted?
This IT Help Desk Manager position at connection was posted on Sep 23, 2026. Apply as soon as possible — early applications are often reviewed first.
IT Help Desk Manager
connection
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