Help Desk Support Manager in Buffalo, NY

Help Desk Support Manager Job Description

A help desk support manager oversees the technical support team that provides assistance to employees or clients facing issues with hardware, software or other computer-related services. The role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction. Employers look for candidates with a bachelor’s degree in computer science or a related field and several years of experience in technical support.

Typical help desk support manager duties:

Coordinating the help desk team’s activities to ensure prompt and effective resolution of support tickets

Training and mentoring junior staff members

Implementing help desk policies, procedures, and best practices

Managing relationships with vendors for software or hardware support

Monitoring and reporting on help desk performance metrics

Evaluating and recommending new tools and technologies to improve support services

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EO/IR systems

Windows OS

Ticketing System

Upgrades

Microsoft

Service Desk

Deskside Support

Workstatioin Support

QA Management

Troubleshoot

Salary for Help Desk Support Manager in Buffalo, NY

77839 - 107291

25th percentile

77839

New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties

50th percentile

95838

Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role

75th percentile

107291

Value to the organization goes far beyond the ability to perform normal job duties; has rare qualifications that enable consistent contribution in unique ways; ready for next career level when available

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

Desktop Support Analyst

51191

61944

71761

Help Desk Tier 3

52126

63113

74566

Help Desk Tier 2

43010

52360

58671

Help Desk Tier 1

36699

44413

49555

Product Support Specialist

46516

57035

71294

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