Help Desk Manager

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...