Manager, ETS

Job Title:
Manager, Helpdesk

Department:
Enterprise Technology Services (ETS)

Location :
Buffalo, New York

Company URL:

About the Role

The Manager, Helpdesk is a hands-on lead role responsible for overseeing the day-to-day operations of the IT Helpdesk within Enterprise Technology Services (ETS). This role leads a team of System Support Analysts to deliver consistent, high-quality technical support for the enabling technologies used by our end users.

Responsibilities

Helpdesk Operations & Service Delivery

• Own and manage daily helpdesk operations, including ticket intake, prioritization, assignment, escalation, and resolution within defined service expectations.
• Monitor and improve response and resolution performance to ensure consistent, timely support for end users.
• Manage the ticketing system to ensure requests are properly categorized, tracked, and reported on.
• Develop and maintain standardized workflows, escalation procedures, and troubleshooting guides to improve first-contact resolution and consistency.

Team Leadership & Development

• Lead, mentor, and evaluate the performance of helpdesk staff, fostering a culture of accountability, collaboration, and continuous improvement.
• Develop and implement training plans to keep team skills current across supported platforms and tools.
• Manage staffing levels, scheduling, and workload distribution to meet service demand across business hours.
• Conduct regular one-on-ones, team meetings, and performance reviews to set expectations and support employee growth.

Metrics, Reporting & Continuous Improvement

• Track and report on key performance indicators such as first-contact resolution, response and resolution time, ticket volume, and customer satisfaction.
• Provide regular reporting on helpdesk productivity, trends, and service performance to IT leadership.
• Identify recurring issues and recommend process, tooling, or training improvements to reduce ticket volume and improve the end-user experience.
• Drive adoption of automation, self-service tools, and knowledge content to increase efficiency and empower end users.

Enabling Technologies Support

• Ensure the helpdesk team provides effective support for the organization's enabling technologies, including:
  • Microsoft 365, including Copilot adoption support
  • Microsoft Azure and Azure Virtual Desktop
  • VMware virtualization environments
  • Cisco Cloud calling
  • Ticketing and ITSM platforms
• Manage and maintain the helpdesk knowledge base and end-user self-service portal to ensure accuracy and usability.

Escalation Management & Cross-Functional Collaboration

• Serve as the primary escalation point for complex or high-severity issues, ensuring timely resolution and clear communication to affected users and leadership.
• Collaborate with Tier 2 and Tier 3 support teams to resolve escalated incidents and support root cause analysis.
• Partner with IT and business teams to support technology rollouts, migrations, and organizational initiatives.

Strategic Alignment

• Align helpdesk operations with enterprise technology priorities, including digital employee experience, workplace AI adoption, and end-user computing initiatives.
• Provide input into technology planning, tool selection, and budget discussions related to end-user support.
• Plan for scalability as ticket volume and complexity grow with the organization.

Skills and Expertise

• 5+ years of experience in a helpdesk, technical support, or IT operations role, with at least 2 years in a supervisory or team lead capacity.
• Strong technical background across Microsoft 365, Azure AVD, VMware, and Cisco
• Experience managing ticketing systems and ITSM processes.
• Demonstrated ability to develop service standards, track KPIs, and drive continuous improvement.
• Strong analytical and troubleshooting skills with attention to detail.
• Excellent communication and interpersonal skills, with the ability to translate technical issues into clear, practical guidance.
• Demonstrated initiative, ownership, and a strong customer-service mindset.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• ITIL Foundation certification or equivalent ITSM framework experience.
• Experience supporting enabling technologies in a financial services or professional services environment.
• Familiarity with automation, AI-driven support solutions, and self-service portal management.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required.

About Solidifi

Solidifi is a leading network management services provider for the residential lending industry. Our platform combines proprietary technology and network management capabilities with tens of thousands of independent qualified field professionals to create an efficient marketplace for the provision of mortgage lending services. We are a leading independent provider of residential real estate…