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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Manager, Support (Help Desk Manager) - **Company:** Arrow Financial - **Location:** Glens Falls, NY, United States - **Experience:** Experienced - **Salary:** $65,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Software Documentation, Issue Tracking Systems, Office365, Computer Equipment, Information Technology, User Accounts - **Published:** August 3, 2026 - **Apply:** https://www.juju.com/job/00000000glgld8 ## About the Role > Exceptional Interpersonal Skills, Collaborative and Innovative > Demonstrated Problem-Solving and Solution Implementation Abilities > Strong Leadership and Team Management Skills, > Bachelor's degree in information technology-related field or equivalent experience required > 8 years of relevant Support experience required > 3 years of supervisory experience preferred Skills/Knowledge: > Demonstrated experience with standard software applications including Windows, Microsoft 365 applications and administration, call center management, help desk ticketing tools, and Active Directory > Effective prioritization skills and ability to manage multiple tasks while meeting deadlines > Strong communications skills, both written and verbal; comfortable communicating, presenting, and collaborating with vendors, co-workers, and management one-on-one or in group settings > Solid problem-solving and solution implementation abilities; organized and detail oriented > Proven experience in training with ability to evaluate and/or create training materials a plus Physical Demands: > Must be able to sit for prolonged periods of time and walk/stand for periods of time. > Must be able to repetitively use a telephone and computer mouse and keyboard. > Ability to lift/move up to 25 lbs and/or crawl under desks or equipment ## Description Responsible for leading the Information Technology (IT) Support team including supervision, workflow, scheduling, and performance. Assists with computer equipment purchasing and installation. Supports technology training and orientation for end users. Collaborates with Information Technology Management team to accomplish department, division, and Company goals. Responsibilities > Provide user support, ensuring familiarity with equipment, and networks, organizing support, troubleshooting, and facilitating repair for IT equipment. > Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, assess current and future employee IT needs. > Cultivate and maintain collaborative relationships with vendors, ensuring access to quality products/services. > Oversee IT Support operations, including call center management and ticket system administration, with regular monthly reporting to management for informed decision-making. > Keep up to date with policies and procedures, while maintaining a thorough understanding of available technology; assist with product implementation and continuous upgrades. > Oversee administration of user accounts, permissions, and access rights in Active Directory; responsible for user documentation and IT forms necessary for setting up new user accounts and for documenting future changes associated with new user accounts. > Manage, coach, and counsel IT Support team to meet department goals and achieve performance standards; encourage continuous improvement for career development; ensure availability of appropriate resources and timeliness of workflow ## Related Videos - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Successful talent development in tech: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1497-successful-talent-development-in-tech-a-joint-journey-of-executives-and-talents) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## 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? 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