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.

• 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

• 5+ years of help desk or service desk experience
• 3+ years managing technical support teams
• Experience with Jira, Confluence, Service Now, or similar tools
• Strong reporting/analytics experience
• Experience in enterprise support environments
• Excellent communication and leadership skills

• ITIL familiarity
• HVAC/building systems support exposure

This is a Contract position based out of Rochester, NY.

The pay range for this position is $50.00 - $65.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Rochester, NY.

This position is anticipated to close on Jun 23, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.