> Markdown version of [/jobs/ext/1281803-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1281803-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** Charter Communications, Inc. - **Location:** Orchard Park, NY, United States - **Experience:** Experienced - **Salary:** $54,080.0 - $68,640.0 - **Contract:** Permanent contract - **Skills:** Information Systems, Issue Tracking Systems, Software Engineering, Product Software Implementation Methods, Information Technology, Performance Monitor - **Published:** July 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9473b3eabe1f6148 ## About the Role * Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position., * 3+ years of experience in a technical capacity with hands-on experience * 3+ years of experience and a general understanding of the ITILv2 or later framework * 3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation. * 3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge Must possess a valid Driver's License with a satisfactory driving record ## Description The IT Help Desk Manager's primary objective is resolving and providing remediation on all technical issues reported throughout the organization's ticketing system. The position also requires hands-on leadership and is responsible for delivering a world-class support experience for the entire organization and external partners. The HelpDesk Manager is expected to provide technical support at a granular level with all technical issues while achieving departmental overall goals and objectives. Additionally, the HelpDesk Manager must work independently with solid leadership, communication, and advance-level technical skills while leading and fostering a team to excel and exceed performance expectations., * Deliver frontline technical support for all employees and external partners. * Foster positive end-user relationships, drive customer satisfaction, and team management and leadership are a must. * Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders. * Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary. * Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs. * Establish and implement ITILv3 Framework standards with constant goals for improvement. * Analyze the business requirements of all departments to determine their technology requirements and needs. * Successful delivery of services and projects supporting the business both on time and within budget. * Escalation and resolution of software issues to the information systems/development team * Escalation and resolution of third-party software/systems issues by the support team * Define team goals and lead IT personnel to achieve desired results while being accountable for team performance. SKILLS/COMPETENCIES: * Define and implement processes and procedures for supporting all departments across the organization. * Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting. * Develop and maintain Technical Support/knowledge base. Oversee Asset Management and Inventory * Manages the software and hardware recommended purchases for the department. This entails analysis of technology trends and recommending effective and economical solutions. * Inspect the use of technological equipment and software to ensure functionality and efficiency. * Identify the need for upgrades, configurations or new systems and report to upper management. * Administration and support of unified communication, including phone system and its related applications. * Manages and works with cross-team projects with all departments. * Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success. * Management reserves the right to assign or reassign duties and responsibilities at any time within the team. * Accomplish department objectives by supervising employees and monitoring their progress and performance. * Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees and fostering growth opportunities. * Conduct regular or routine check-ins with all direct reports to monitor performance, track the progress of work duties and responsibilities and discuss successes and challenges. * Conduct annual performance evaluations for all direct reports. * Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to the organization's policies and compliance. * Willing to accept other duties assigned as needed ## Related Videos - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) - [Automate everything via NodeJS and Puppeteer](https://www.wearedevelopers.com/videos/322-automate-everything-via-nodejs-and-puppeteer) - [Microservices? Monoliths? An Annoying Discussion!](https://www.wearedevelopers.com/videos/970-microservices-monoliths-an-annoying-discussion) - [From Doubt to Confidence: How Sentry Uses Verdaccio to Bulletproof SDK Releases](https://www.wearedevelopers.com/videos/739-from-doubt-to-confidence-how-sentry-uses-verdaccio-to-bulletproof-sdk-releases) - [Giving AI eyes: How to build a dashboard you can't see](https://www.wearedevelopers.com/videos/100193-giving-ai-eyes-how-to-build-a-dashboard-you-can-t-see) - [Official Opening of WeAreDevelopers World Congress 2026](https://www.wearedevelopers.com/videos/100000-official-opening-of-wearedevelopers-world-congress-2026) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)