Help Desk Support Manager in Rochester, 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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Salary for Help Desk Support Manager in Rochester, NY

75375 - 103950

25th percentile

75375

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

92925

The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.

75th percentile

103950

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

IT Operations Manager

105975

130725

155475