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# IT Support Center Manager

- **Company:** Fusco Personnel Inc.
- **Location:** Saratoga Springs, NY, United States
- **Experience:** Expert
- **Salary:** $105,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Productivity Software, Information Technology
- **Published:** November 1, 2026
- **Apply:** https://www.juju.com/job/16_6f7ca0b6

## About the Role

* A bachelor's degree or higher in computer science or a related field, or an equivalent mix of education and work experience.
 * 5 or more years managing a managed services delivery team.
 * A record of scaling a managed services delivery team through significant growth.
 * Prior hands-on experience as a help desk technician or engineer, project engineer, or systems administrator.
 * Solid understanding and strong technical knowledge of current network and client operating systems, hardware, protocols, and standards, including Windows and cloud platforms such as Microsoft 365 and Azure.
 * Demonstrated experience managing staff and budgets.
 * Industry experience developing enterprise infrastructure solutions.

## Description

We are seeking a hands-on, service-driven leader to serve as our IT Support Center Manager, running the IT help desk that supports both managed and non-managed customers. You'll make sure the tools and methods your team uses keep customer technology running efficiently, build and own the processes behind day-to-day support for managed services customers, and lead the service delivery team in meeting its goals with an outstanding level of customer care. You'll need moderate technical depth, gained in a role such as help desk technician or engineer, project engineer, or systems administrator. This position is hybrid, based in Saratoga Springs, NY.
RESPONSIBILITIES:

 * Build and sustain strong, productive relationships with managed services customers.
 * Lead the delivery of managed services across the customer base, meeting all service level agreements and raising the customer experience.
 * Grow the support organization to meet the business unit's revenue and profitability goals, including the right staffing mix across support tiers.
 * Bring enough technical credibility to talk comfortably with customers, judge the quality of your team's proposed fixes, and evaluate productivity tools.
 * Create training plans that keep the support team skilled in the technologies they support.
 * Oversee both on-site and remote support for managed services customers.
 * Make sure every support interaction gets a high-quality, timely response.
 * Keep managed customers informed during large-scale IT outages.
 * Partner with other team leaders to explore new service offerings and the technology needed to deliver them.
 * Watch over customer cybersecurity posture, including patching, backups, and security best practices.
 * Track and report on the team's service level commitments and key performance indicators.
 * Take part in license purchasing that supports the service delivery team.
 * Document and enforce IT policies and procedures for the support team.
 * Make sure incident, change, and problem management procedures are followed.
 * Develop tools that make customer support more effective.