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

Just Solutions

Service Desk Technician

Fairport, NY

$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 ...

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 ...

RIT Inn & Conference Center

Front Desk Agent

Henrietta, NY · On-site

$16/hr

ABOUT RIT INN & CONFERENCE CENTER The RIT Inn & Conference Center, managed by Gunther & Associates ... With pride, you help keep the front office, lobby, and surrounding areas clean, organized, and well ...

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All JobsHelp Desk 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 Jun 12, 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:
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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
Service Desk Technician

Service Desk Technician

Just Solutions

Fairport, NY

$26 - $36/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 16 days ago

Job description

Think You've Got What It Takes? Prove It at Just Solutions, Inc.!

We're looking for a driven Service Desk Technician in Fairport, NY who can deliver exceptional customer service, communicate clearly, and tackle technical challenges both in-office and on-site. Join our fast-moving MSP full-time and grow with us!


QUICK INFO:

Pay: $26–$36 per hour, based on experience

Schedule: Monday–Friday, 8:00 AM–5:00 PM, with overtime opportunities

Perks & Benefits:

  • Health, dental, and vision insurance
  • HSA/FSA
  • Life insurance
  • Short- and long-term disability
  • Bonus structure
  • PTO
  • 401(k) with company match
  • Growth opportunities
  • Incentives for earning additional certifications

ROLE HIGHLIGHTS:

Each day looks different, but expect to:

  • Respond to customer inquiries quickly, courteously, and professionally, ensuring a positive client experience
  • Answer incoming phone calls from the office and provide clear, friendly technical assistance
  • Travel on-site to client locations to deliver hands-on support and build strong relationships
  • Monitor, document, and escalate tickets according to SLAs, maintaining accurate and detailed case notes
  • Provide desktop support in person, over the phone, and remotely, using sound judgment and effective decision-making
  • Perform scheduled remote maintenance and follow established service desk protocols
  • Adhere to departmental policies for reporting, change control, and request management
  • Manage multiple tickets, calls, and projects simultaneously while staying organized and efficient
  • Own issues through resolution while knowing when and how to escalate to the appropriate team member
  • Operate with client satisfaction in mind, maintaining a pleasant and professional demeanor in all interactions
  • Submit timesheets promptly and ensure no ticket is left unattended

What You Need:

  • Associate degree in Computer Science or equivalent experience
  • CompTIA A+ or similar certification
  • 5+ years of technical support or help desk experience (MSP preferred)
  • Strong troubleshooting skills and familiarity with support tools
  • Experience with antivirus platforms (ESET, SentinelOne, Windows Defender)
  • Proficiency with remote access tools (LogMeIn, ScreenConnect, TeamViewer, VNC)
  • Working knowledge of DNS, DHCP, firewalls, AD, and mail flow
  • Experience supporting iOS/Android devices and Windows 11/Microsoft 365
  • Reliable vehicle and ability to travel throughout Western NY
  • MacOS or PCbuilding experience is a plus

UNLOCK YOUR POTENTIAL – APPLY TODAY!

Just Solutions, Inc. has been supporting businesses across Western New York for over 25 years. We deliver comprehensive IT solutions - from network infrastructure and cloud services to security and support - and we're growing fast. If you want to build your skills, take on meaningful work, and be part of a team that values your development, you'll fit right in.

Ready to get started? Apply today using our quick, mobilefriendly application and take the next step in your IT career.


Must have the ability to pass a background check

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