Help Desk Manager

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }Help Desk Manager (On‑Site)Salary: $85k–$110k+ (based on experience)Location: Bedford, NY – On‑site only (local candidates required)Employment Type: Full‑TimeWhy consider this Help Desk Manager opportunity?This is a chance to step into a growing organization that is actively investing in the evolution and scalability of its IT support function. The role is broader than day‑to‑day ticket management — you’ll play a key role in defining how IT support operates, improves, and delivers consistent value across the business.This Opportunity Offers Direct ownership of help desk operations, performance, and continuous improvement initiatives The ability to design processes that minimize recurring issues and improve overall system stability Strong visibility with IT leadership through data‑driven reporting and measurable outcomes An environment that values proactive leadership, accountability, and operational excellenceWhat will the Help Desk Manager do? Lead, mentor, and develop the help desk team while setting clear expectations and performance benchmarks Design and maintain tiered support models and structured escalation paths Act as the escalation point for high‑impact or complex support incidents Drive root cause analysis (RCA) for repeat issues and ensure long‑term resolutions are implemented Review ticket data and trends to uncover systemic issues and prevent future disruptions Create, maintain, and govern an IT knowledge base that is practical and widely used Expand and improve self‑service tools to gradually reduce inbound ticket volume Define, monitor, and report on SLAs, KPIs, and service performance metrics Forecast support needs related to upcoming projects, system changes, and organizational growthWhat the company is looking for in a Help Desk Manager: 3+ years of experience leading a help desk or IT support organization A strong focus on root cause analysis and sustainable problem resolution Hands‑on experience building or owning a knowledge base that teams actively rely on Comfort working with ticket metrics, trend analysis, and performance reporting Experience establishing SLAs, escalation workflows, and tiered support structures Strong communication skills with the ability to explain technical concepts to non‑technical users Familiarity with ITSM tools such as ServiceNow, Freshservice, Zendesk, or similar platforms Working knowledge of Windows environments, Microsoft 365, Active Directory, and endpoint management A steady, positive leadership approach that raises expectations without micromanagingBonus Points ITIL Foundation certification or experience operating within ITIL‑aligned frameworks Background supporting a fast‑growing or private equity‑backed organization Exposure to ERP or CRM support environments (D365 or comparable systems) Experience launching or maturing self‑service IT portals Experience with change management or IT communications initiativesWhat Success Looks Like In The First 90 Days Clear identification of ticket trends and recurring issues, with remediation efforts underway Knowledge base evaluated, gaps identified, and a content improvement roadmap defined Root cause analysis embedded as a standard operating practice SLAs and escalation paths clearly documented and understood by the team Leadership receiving regular, meaningful insight into help desk performance and health Proactive planning in place to support upcoming initiatives and increased demand#ZRCFSTECH#INMAR2026#CFSMAR2026#CBMAR2026