Help Desk Manager (on-site)

Job Description

\na {\n text-decoration: none;\n color: #464feb;\n}\ntr th, tr td {\n border: 1px solid #e6e6e6;\n}\ntr th {\n background-color: #f5f5f5;\n}\n\n\nHelp Desk Manager (on-site)\n

Salary: 85k-110k+ (depending on experience)
Location: Bedford, NY - On-site role - only local applicants will be considered for this opportunity
Employment Type: Full-Time

\nWhy consider this Help Desk Manager opportunity?\n

Join a growing organization that is investing in the maturity and scalability of its IT operations. This role goes beyond ticket oversight - you’ll be responsible for shaping how IT support operates, scales, and delivers value to the business.

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This opportunity offers:

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• Ownership over help desk performance, processes, and continuous improvement

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• The chance to build systems that reduce repeat issues and increase reliability

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• High visibility with IT leadership through metrics, reporting, and outcomes

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• A role where proactive thinking and operational excellence are genuinely valued

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\nWhat will the Help Desk Manager do?\n

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• Lead, coach, and develop a help desk team, setting clear expectations and performance standards

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• Establish and maintain tiered support and escalation workflows

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• Serve as the escalation point for complex or high‑impact incidents

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• Own root cause analysis (RCA) for recurring issues and drive permanent fixes

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• Analyze ticket trends to identify systemic problems and prevent future incidents

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• Build, maintain, and govern an IT knowledge base that supports both the team and end users

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• Expand self‑service capabilities to reduce ticket volume over time

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• Define, track, and report on SLAs, KPIs, and support metrics

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• Anticipate support demand tied to upcoming projects, system changes, and growth

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\nWhat the company is looking for in a Help Desk Manager:\n

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• 3+ years of experience managing a help desk or IT support function

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• Strong commitment to root cause analysis and long‑term problem resolution

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• Experience building or owning a knowledge base that teams actually use

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• Comfort working with ticket data, trends, and performance metrics

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• Experience defining SLAs, escalation paths, and tiered support models

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• Strong communication skills with the ability to translate technical issues for non‑technical audiences

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• Familiarity with ITSM platforms (ServiceNow, Freshservice, Zendesk, or similar)

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• Working knowledge of Windows environments, Microsoft 365, Active Directory, and endpoint management

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• A steady, positive leadership style that raises standards without micromanagement

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\nBonus Points:\n

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• ITIL Foundation certification or ITIL‑aligned operating experience

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• Experience supporting a rapidly growing or private‑equity‑backed organization

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• Exposure to ERP or CRM support environments (D365 or similar platforms)

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• Experience implementing or maturing self‑service IT portals

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• Background in change management or IT communications

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\nWhat success looks like in the first 90 days:\n

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• Ticket trends and recurring issues clearly identified with remediation plans underway

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• Knowledge base assessed, gaps documented, and a content roadmap established

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• Root cause analysis operating as a standard practice

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• SLAs and escalation paths clearly defined and understood by the team

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• Leadership receiving consistent visibility into help desk performance and health

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• Proactive planning underway for upcoming demand and initiatives

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