Job Description
Help Desk Manager (On-Site – Rochester, NY)
We are seeking an experienced Help Desk Manager to lead a large enterprise IT support team within a fast-paced university environment. This role will oversee service desk operations, team leadership, reporting/analytics, and service improvement initiatives.
Responsibilities
+ Lead and develop a 30+ person service desk team
+ Oversee daily IT support operations and escalations
+ Monitor SLA performance, ticket metrics, and customer satisfaction
+ Build dashboards and operational reporting
+ Improve service delivery processes and operational efficiency
+ Partner with stakeholders across the organization
Qualifications
+ 5+ years of help desk or service desk experience
+ 3+ years managing technical support teams
+ Experience with Jira, Confluence, ServiceNow, or similar tools
+ Strong reporting/analytics experience
+ Experience in en...
We are seeking an experienced Help Desk Manager to lead a large enterprise IT support team within a fast-paced university environment. This role will oversee service desk operations, team leadership, reporting/analytics, and service improvement initiatives.
Responsibilities
+ Lead and develop a 30+ person service desk team
+ Oversee daily IT support operations and escalations
+ Monitor SLA performance, ticket metrics, and customer satisfaction
+ Build dashboards and operational reporting
+ Improve service delivery processes and operational efficiency
+ Partner with stakeholders across the organization
Qualifications
+ 5+ years of help desk or service desk experience
+ 3+ years managing technical support teams
+ Experience with Jira, Confluence, ServiceNow, or similar tools
+ Strong reporting/analytics experience
+ Experience in en...
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