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# Help Desk Manager (on-site)

- **Company:** CFS, Inc.
- **Location:** Bedford Hills, NY, United States
- **Experience:** Experienced
- **Salary:** $85,000.0 - $110,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, IT Management, Information Technology, Build Tools, Zendesk, Servicenow
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7b7d3be04c9a8e56

## About the Role

* 3+ years of experience managing a help desk or IT support function
 * Strong commitment to root cause analysis and long-term problem resolution
 * Experience building or owning a knowledge base that teams actually use
 * Comfort working with ticket data, trends, and performance metrics
 * Experience defining SLAs, escalation paths, and tiered support models
 * Strong communication skills with the ability to translate technical issues for non-technical audiences
 * Familiarity with ITSM platforms (ServiceNow, Freshservice, Zendesk, or similar)
 * Working knowledge of Windows environments, Microsoft 365, Active Directory, and endpoint management
 * A steady, positive leadership style that raises standards without micromanagement

Bonus Points:

 * ITIL Foundation certification or ITIL-aligned operating experience
 * Experience supporting a rapidly growing or private-equity-backed organization
 * Exposure to ERP or CRM support environments (D365 or similar platforms)
 * Experience implementing or maturing self-service IT portals
 * Background in change management or IT communications

## Description

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.

This opportunity offers:

 * Ownership over help desk performance, processes, and continuous improvement
 * The chance to build systems that reduce repeat issues and increase reliability
 * High visibility with IT leadership through metrics, reporting, and outcomes
 * A role where proactive thinking and operational excellence are genuinely valued

What will the Help Desk Manager do?

 * Lead, coach, and develop a help desk team, setting clear expectations and performance standards
 * Establish and maintain tiered support and escalation workflows
 * Serve as the escalation point for complex or high-impact incidents
 * Own root cause analysis (RCA) for recurring issues and drive permanent fixes
 * Analyze ticket trends to identify systemic problems and prevent future incidents
 * Build, maintain, and govern an IT knowledge base that supports both the team and end users
 * Expand self-service capabilities to reduce ticket volume over time
 * Define, track, and report on SLAs, KPIs, and support metrics
 * Anticipate support demand tied to upcoming projects, system changes, and growth


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