Job Description
Job Description
We are looking for an experienced Help Desk Manager to lead onsite IT support operations in Glens Falls, New York. This role is ideal for a hands-on leader who can guide a small support team, maintain high service standards, and keep ticket workflows moving efficiently. The position combines people leadership with operational oversight, requiring strong judgment, technical depth, and a commitment to delivering responsive end-user support.
• At least 7-8 years of experience in IT support or help desk environments.
• Demonstrated success leading or supervising technical support teams, with prior responsibility for coaching and team performance management.
• Strong background in service desk operations, including ticket queue oversight, incident handling, and IT service management practices.
• Hands-on experience administering Active Directory and managing user accounts, permissions, and access controls.
• Working knowledge of Microsoft 365, Windows-based systems, and deskside support in an enterprise setting.
• Experience using help desk or ITSM platforms such as ServiceNow for ticket tracking, reporting, and workflow management.
• Ability to analyze support activity, produce operational insights, and improve service quality in a fast-paced environment.