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.ResponsibilitiesLead and develop a 30+ person service desk teamOversee daily IT support operations and escalationsMonitor SLA performance, ticket metrics, and customer satisfactionBuild dashboards and operational reportingImprove service delivery processes and operational efficiencyPartner with stakeholders across the organizationQualifications5+ years of help desk or service desk experience3+ years managing technical support teamsExperience with Jira, Confluence, ServiceNow, or similar toolsStrong reporting/analytics experienceExperience in enterprise support environmentsExcellent communication and leadership skillsPreferredITIL familiarityHVAC/building systems support exposureJob Type & LocationThis is a Contract position based out of Rochester, NY.Pay and BenefitsThe 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 & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long‑term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully onsite position in Rochester, NY.Application DeadlineThis position is anticipated to close on Jun 23, 2026.Equal Opportunity StatementThe 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.#J-18808-Ljbffr
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