ZipRecruiter

Log In

1

Help Desk Manager Jobs in Rochester, NY (NOW HIRING)

Just Solutions, Inc.

Service Desk Technician

Fairport, NY · On-site

$26 - $36/hr

Manage multiple tickets, calls, and projects simultaneously while staying organized and efficient ... CompTIA A+ or similar certification * 5+ years of technical support or help desk experience (MSP ...

Ontario ARC

PC Technician II

Canandaigua, NY · On-site

$21.01 - $22.38/hr

You'll provide high-level hardware and software support, manage internal help desk requests, configure and deploy equipment, maintain secure network systems, and ensure staff have the tools they need ...

Blue Sky Hospitality Solutions

Front Desk Agent

Webster, NY · On-site

$13 - $16.50/hr

Hotel Front Desk Agent responsibilities include registering guests, managing reservations and ... Ultimately, you will help create a pleasant and memorable stay for our guests. Responsibilities

SENECA FOODS

Director of Technology Operations

Fairport, NY · On-site

$170K - $185K/yr

Oversee PCs, other IT devices, Printers, and LAN Administration, including endpoint deployment, configuration, patching, and device/asset management. * Lead the Help Desk / Service Desk function to ...

next page

Showing results 1-20

All JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Rochester, NY

Help Desk Manager information

See Rochester, NY salary details

$37K

$82.7K

$122.8K

How much do help desk manager jobs pay per year?

As of Jul 5, 2026, the average yearly pay for help desk manager in Rochester, NY is $82,665.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,100.00 and $98,700.00 per year, depending on experience, location, and employer.

What does a Help Desk Manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

How does a Help Desk Manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What Does a Help Desk Manager Do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a Help Desk Manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.
More about Help Desk Manager jobs
What are the most commonly searched types of Help Desk jobs in Rochester, NY? The most popular types of Help Desk jobs in Rochester, NY are:
What are popular job titles related to Help Desk Manager jobs in Rochester, NY? For Help Desk Manager jobs in Rochester, NY, the most frequently searched job titles are:
What job categories do people searching Help Desk Manager jobs in Rochester, NY look for? The top searched job categories for Help Desk Manager jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Help Desk Manager jobs? Cities near Rochester, NY with the most Help Desk Manager job openings:
Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Rochester, NY as of June 2026, with employment types broken down into 59% Full Time, 16% Part Time, 3% Temporary, and 22% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $82,665 per year, or $39.7 per hour.
IT Service Desk Supervisor

IT Service Desk Supervisor

Magnetic Technologies Corporation

Rochester, NY • On-site

$80K - $105K/yr

Full-time

Posted 15 days ago

Job description

About Arnold Magnetic Technologies

Arnold Magnetic Technologies is a global leader in the engineering and manufacturing of high-performance permanent magnets, magnetic assemblies, precision thin metals, and engineered materials. With more than 130 years of innovation, Arnold serves industries including aerospace, defense, medical, energy, and automotive. Arnold partners with customers worldwide to deliver mission-critical solutions that enable advanced technologies and drive progress.

Position Summary

Arnold Magnetic Technologies is seeking an IT Service Desk Supervisor to support and oversee day-to-day end-user IT support operations. Reporting to the IT Infrastructure Manager, this role is responsible for actively managing and resolving service desk tickets while supervising three remote service desk technicians.

This is a hands-on operational role with a strong focus on ticket management, troubleshooting, and end-user support. The supervisor will personally handle a significant portion of incoming incidents and requests for local users while coordinating process standardization, workload distribution, escalation, and service quality across the global service desk team.

The IT Service Desk Supervisor ensures timely ticket resolution, maintains service levels, supports continuous improvement of support processes, and serves as the primary escalation point for complex end-user issues.

The role is based in Rochester, NY with an opportunity for a flexible hybrid model. This role includes direct on-site end-user support responsibilities in addition to managing remote support resources.

Key Responsibilities

Service Desk Ticket Management

  • Actively monitor, triage, and resolve incoming service desk tickets, ensuring timely response and resolution.
  • Provide hands-on troubleshooting and support for hardware, software, network access, and enterprise applications.
  • Ensure all tickets are properly categorized, prioritized, documented, and closed according to established procedures.
  • Maintain ownership of tickets through resolution, ensuring consistent communication and updates to end users.
  • Identify recurring issues and escalate systemic problems to the appropriate infrastructure or application teams.
  • Ensure adherence to defined service level expectations for response and resolution times.
  • Manage ticket backlog to maintain service levels and minimize aging tickets.

Service Desk Supervision

  • Supervise three remote service desk technicians located in the United States and the United Kingdom, ensuring effective daily operations and balanced workload distribution.
  • Provide day-to-day guidance, coordination, and oversight of remote support staff.
  • Work closely with the IT Infrastructure Manager to define, develop and implement key performance indicators (KPIs) for the global team and to establish targets for continuous improvement.
  • Review ticket activity and service quality to ensure consistent support standards.
  • Conduct regular check-ins, coaching, and performance feedback for remote team members.
  • Assist with scheduling, workload prioritization, and escalation management.
  • Ensure remote technicians follow established documentation, ticketing, and escalation procedures.
  • Lead global service desk team in the implementation & documentation of standard processes and procedures, in collaboration with the IT Infrastructure Manager.

End-User Technical Support

  • Provide direct technical support to end users at the Rochester location and remotely for other company sites.
  • Support and troubleshoot:
    • Windows desktop and laptop systems
    • Microsoft 365 and common enterprise applications
    • Network connectivity and VPN access
    • Printers and peripheral devices
    • Mobile devices and endpoint security tools
  • Install, configure, and maintain user hardware and software.
  • Assist with workstation deployments, hardware replacements, and new employee onboarding.
  • Provide support for conference room technology and collaboration tools.

Escalation & Issue Resolution

  • Serve as the primary escalation point for complex or high-impact service desk incidents.
  • Work closely with infrastructure, security, and application teams to resolve escalated issues.
  • Ensure timely follow-through and communication on escalated problems.
  • Assist with root-cause analysis for recurring incidents.

Service Desk Process & Documentation

  • Maintain accurate documentation for troubleshooting procedures, standard operating procedures, and support workflows.
  • Contribute to development and maintenance of a service desk knowledge base.
  • Ensure tickets include proper documentation to support knowledge sharing and future resolution.
  • Promote consistent use of service desk tools and processes across the team.

Service Quality & Continuous Improvement

  • Monitor service desk metrics such as:
    • Ticket volume
    • Response time
    • Resolution time
    • Backlog aging
    • First contact resolution
  • Identify opportunities to improve support efficiency and user experience.
  • Recommend improvements to ticket routing, workflows, and support processes.
  • Assist in implementing automation, knowledge articles, and self-service capabilities to reduce ticket volume.

Collaboration & Communication

  • Communicate clearly with users regarding ticket status, resolutions, and expected timelines.
  • Coordinate with IT Infrastructure, Security, and Applications teams to ensure smooth escalation and resolution.
  • Support the IT Infrastructure Manager in maintaining consistent service desk operations and performance.
  • Provide input on service desk improvements, tools, and support strategies.

Qualifications

Required

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
  • 3–6 years of experience providing IT service desk or end-user technical support.
  • Experience working in a ticket-driven IT support environment.
  • Prior experience coordinating or supervising small technical teams.
  • Strong hands-on troubleshooting experience with Windows systems and enterprise software.
  • Experience with ITSM or ticketing platforms such as ServiceNow, Freshservice, or Jira Service Management.
  • Strong problem-solving and diagnostic skills.
  • Excellent written and verbal communication skills.
  • Ability to prioritize multiple support requests in a fast-paced environment.
  • U.S. Citizenship required due to access to export-controlled technology and data under ITAR, EAR, and FCI/CUI regulations.

Preferred

  • Experience supporting manufacturing or industrial environments.
  • Familiarity with ITIL service management concepts.
  • Experience supporting users across multiple locations.
  • Experience documenting knowledge base articles and support procedures.
  • Comp TIA A+
  • ITIL
  • MS365

Working Conditions

  • Full-time, Monday–Friday.
  • Office-based/Flexibility or Hybrid role in Rochester, NY, with regular hands-on support responsibilities.
  • Occasional after-hours support may be required to address critical incidents.
  • Occasional travel to other company sites may be required.
  • May require entering manufacturing areas where PPE such as safety shoes and eye protection must be worn.
  • The employee may occasionally be required to lift and/or move up to 50 pounds.
  • May occasionally require the use of ladders or lifts; all use must follow established safety procedures and required training.

#CORP


#LI-Hybrid

Arnold Magnetic Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.