Manager, ETS

Manager, Helpdesk

Enterprise Technology Services (ETS)

Buffalo, NY, US

Salary Range: $82,500.00 - $95,000.00 Annually

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.

• 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.
• 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.
• 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.

• 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.
• 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.

• 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.

• 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.

• 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…