Help Desk Manager

Job Locations US-NY-Rochester and surrounding areas
Job ID
Information Technology


The Help Desk Manager will coordinate, administer and supervise all day-to-day operations of the help desk and help desk team, in collaboration with the Director of IT Support, in support of the agency’s mission, vision and values.

Pay rate for this position:  $58461 - 70862 / year


The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above range represents the organization's good faith and reasonable estimate of the range of possible compensation at the time of posting


  • Manage the help desk team and the activities associated with the identification, prioritization and escalation of all help desk issues and requests.
  • Focus on process improvement, as well as effective coaching, education and development of the help desk team
  • Train new help desk employees in addition to supervising the existing help desk team.
  • Ensure service levels are maintained and create feedback procedures for ticket closures.
  • Develop and manage escalation procedures for help desk tickets, including answering questions from the help desk team and providing customer service.
  • Coordinate, monitor, log, track, resolve, and collect user feedback of all help desk issues and request tickets appropriately.
  • Understand the interaction that an end-user has with their technology, from a holistic perspective.
  • Identify, research, and assist in resolving complex technical problems.
  • Engage and collaborate with the other IT team members to solve technical issues.
  • Document, track, and monitor help desk issues and requests to ensure resolution in a timely manner.
  • Provide regular status reports on help desk operations to Director of IT Support.
  • Provide backup support to the help desk team.


  • High School Diploma or equivalency
  • At least 5 to 7 years’ experience in an IT support role.
  • Proficiency with Microsoft products including Windows and various local and web-based applications such as O365
  • Working knowledge of mobile platforms, including but not limited to: Android, Chrome OS and iOS
  • Experienced in managing help desk platforms/ticketing systems
  • Familiarity with maintaining, servicing and upgrading end-user hardware
  • Understanding of teleconferencing hardware and software
  • Demonstrate solid written and verbal communication skills
  • Experience in providing excellent customer service and the ability to manage a group of co-workers
  • Project management experience
  • A valid New York State driver’s license, in compliance with Heritage Christian Services, Inc. motor vehicle record standards

Our Commitment to Equity and Justice


We believe that people are entitled to dignity, respect, equity and justice. We champion a society that removes barriers. We reject racism and discrimination of any kind. We protest systemic and political inequities that marginalize people, recognizing that there is a history of structural racism in the United States. We will continue to learn and change to achieve justice. We know that strength comes from unity.


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