IT Help Desk Manager

• Lead daily IT Support operations, including team workflow, scheduling, performance, and resource allocation.
• Manage, coach, and develop IT Support team members to achieve department goals and performance standards.
• Oversee user support, troubleshooting, and coordination of repairs for IT equipment and technology.
• Support and oversee user administration and access management across Microsoft 365, Azure, and Active Directory environments.
• Administer IT Support operations, including call center management and help desk ticketing systems, and provide regular reporting to management.
• Oversee administration of user accounts, permissions, and access rights in Active Directory.
• Maintain documentation and IT forms associated with new user accounts and future account changes.
• Develop KPIs and tracking
• Assist with computer equipment purchasing, installation, product implementation, and technology upgrades.
• Partner with Human Resources to support new-hire technology orientation, identify training needs, and coordinate employee IT training.
• Evaluate current and future employee technology needs and help develop appropriate solutions.
• Establish and maintain collaborative relationships with technology vendors and service providers.
• Stay current with IT policies, procedures, and available technologies.
• Collaborate with IT management to support department, division, and organizational goals.

Experience: 2-3 years’ helpdesk supervision or management required, including mentoring, coaching, and development of KPIs Education: Bachelor’s degree in an Information Technology-related field or equivalent experience required Technical Skills: Microsoft 365 administration and Azure experience required

Our client is seeking an experienced IT Help Desk Manager to lead its IT Support team in Glens Falls, NY. This position combines hands-on knowledge of Microsoft 365, Azure, Windows, Active Directory, and end-user support with team leadership, workflow management, training, and continuous improvement.

The IT Help Desk Manager will oversee daily support operations while coaching and developing the IT Support team, administering user access, improving support processes, and collaborating with IT leadership and other departments.

Previous experience supervising or managing a help desk is required, * 2-3 years’ helpdesk supervision or management required, including development of KPIs and tracking

• 8 years of relevant IT support experience required.
• Bachelor’s degree in an Information Technology-related field or equivalent experience required.
• Strong leadership and team management abilities, including mentoring, coaching, and developing employees
• Demonstrated experience with Microsoft 365 administration and Azure environments.
• Experience with Active Directory, including user accounts, permissions, and access rights.
• Experience supporting Windows environments.
• Experience with help desk ticketing tools and call center management.
• Demonstrated problem-solving and solution implementation skills.
• Ability to prioritize multiple responsibilities and meet deadlines.
• Strong written and verbal communication skills with the ability to work effectively with employees, management, and vendors.
• Strong organizational skills and attention to detail.
• Experience delivering training and evaluating or developing training materials is a plus., * Bachelor’s (Preferred)

Experience:

• Microsoft 365 and Azure: 2 years (Required)
• help desk supervision or management: 2 years (Required)

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, https://www.redshiftrecruiting.com/jobs-hiring-near-me

Similar Job Titles:

• IT Help Desk Manager
• Help Desk Manager
• IT Support Manager
• Technical Support Manager
• Service Desk Manager
• IT Service Desk Manager
• End User Support Manager
• Desktop Support Manager
• IT Support Supervisor
• Help Desk Supervisor
• Service Desk Supervisor
• IT Operations Support Manager
• Technical Support Supervisor
• User Support Manager
• IT Support Team Lead

Keywords:

• IT Help Desk Manager
• Help Desk Manager
• IT Support Manager
• Service Desk Manager
• Microsoft 365
• Microsoft 365 Administration
• Windows
• Azure
• Microsoft Azure
• Cloud Administration
• Azure Administration
• Active Directory
• IT Support
• Help Desk
• Service Desk
• Technical Support
• User Support
• Ticketing Systems
• Call Center Management
• User Account Administration
• Access Management
• IT Leadership
• IT Training
• Glens Falls NY, * Dental insurance
• Health insurance
• Paid time off
• Vision insurance

redShift Recruiting is the region’s premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions, connecting skilled professionals with top employers across the region.