Help Desk Manager

Connection Services is seeking an IT Support Manager to join our Technical Staffing Division for a full-time direct hire onsite position in Glens Falls, NY. Excellent benefits including medical, dental, vision, flexible spending, retirement 401k and Pension, Employee Stock Ownership, Education and Tuition Reimbursement, Employee Assistance Program for employees and immediately family members. Profit sharing bonus program based on individual and company performance.

We are seeking a dynamic and personable IT Manager, Support, to lead our IT Support team. This role requires a proactive, collaborative leader who can foster strong relationships, mentor staff, and deliver excellent IT support services. If you have exceptional interpersonal skills, a solutions-driven mindset, and proven leadership abilities, this position could be perfect for you.

• Supervise the IT Support team, overseeing workflow, scheduling, performance, and professional development. Provide coaching and encouragement for continuous improvement and career growth.
• Manage IT Support operations, including call center management and ticket system administration, ensuring timely and efficient resolution of user issues. Provide regular monthly reporting to management for strategic decision-making.
• Collaborate with other departments to improve new hire orientation and training. Identify training needs, create materials, and lead sessions to ensure employees are equipped with the necessary IT skills.
• Ensure users are supported with a thorough understanding of IT equipment and networks. Organize troubleshooting efforts and facilitate equipment repair when necessary.
• Oversee user account administration, including permissions and access rights in Active Directory. Maintain accurate documentation and IT forms for account setup and updates.
• Stay informed of company policies and IT procedures. Assist with the implementation of new technologies and ongoing system upgrades.
• Develop and maintain standard operating procedures (SOPs), training materials, and other documentation to support IT operations.
• Cultivate and maintain strong relationships with vendors to secure high-quality products and services.

• Bachelor’s degree in Information Technology or related field, or equivalent experience.
• Minimum of 8 years of experience in IT support, with at least 3 years in a senior or supervisory role.
• Proficiency with Windows, Microsoft 365 applications and administration, call center management tools, help desk ticketing systems, and Active Directory. A basic understanding of networking is beneficial, though this role does not include network or server management.
• Exceptional interpersonal and communication skills—able to build strong relationships and communicate effectively with staff, vendors, and management.
• Effective prioritization and organizational skills to manage multiple tasks and meet deadlines.
• Experience in creating and delivering training materials.