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Senior Service Desk Manager Jobs in Rochester, NY

Blue Sky Hospitality Solutions

Front Desk Manager

Webster, NY · On-site

$15.50 - $20.25/hr

You should also be able to deal efficiently with complaints and have a solid customer service approach. Front Office Manager responsibilities are: * Control of front desk tidiness and availability of ...

Blue Sky Hospitality Solutions

Front Desk Manager

Webster, NY · On-site

$15.50 - $20.25/hr

You should also be able to deal efficiently with complaints and have a solid customer service approach. Front Office Manager Responsibilities Are: * Control of front desk tidiness and availability of ...

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All JobsService Desk JobsSenior Service Desk Manager JobsSenior Service Desk Manager Jobs in Rochester, NY

Senior Service Desk Manager information

See Rochester, NY salary details

$28.1K

$95.8K

$180.1K

How much do senior service desk manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for senior service desk manager in Rochester, NY is $95,806.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,300.00 and $134,700.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a senior service desk manager, and why are they important?

To thrive as a Senior Service Desk Manager, you need deep expertise in IT service management, strong leadership experience, and a relevant degree or certifications like ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and reporting platforms is essential. Outstanding communication, conflict resolution, and team-building skills distinguish top performers in this role. These skills ensure efficient IT support operations, high customer satisfaction, and effective management of technical teams.

How does a senior service desk manager typically collaborate with other IT departments to resolve complex technical issues?

A Senior Service Desk Manager frequently works alongside network, infrastructure, and application teams to address and resolve escalated technical issues. They coordinate communication between front-line service desk staff and specialized IT teams, ensuring that incidents and problems are efficiently prioritized and tracked through to resolution. This collaboration often involves participating in cross-functional meetings, developing escalation procedures, and facilitating knowledge sharing to improve future response times and service quality. Effective collaboration is key to maintaining high customer satisfaction and upholding service level agreements.

What is the difference between Senior Service Desk Manager vs Service Desk Analyst?

AspectSenior Service Desk ManagerService Desk Analyst
CredentialsITIL, PMP, management certificationsCompTIA A+, ITIL Foundation
Work EnvironmentOversees teams, strategic planning, high-level supportProvides frontline support, handles user issues
Employer & Industry UsageIT departments, large organizationsHelp desks, IT support centers
Search & Comparison IntentUnderstanding leadership roles, career progressionEntry to mid-level support roles

The Senior Service Desk Manager focuses on team leadership, strategic planning, and high-level support management, requiring advanced certifications and experience. In contrast, a Service Desk Analyst handles day-to-day user support, requiring foundational certifications. The roles differ in scope, responsibilities, and career level, with the manager overseeing operations and the analyst providing direct technical assistance.

What is a senior service desk manager?

A Senior Service Desk Manager is an IT professional responsible for overseeing the operations of an organization's service desk team. They ensure efficient support for end-users, manage incident and request resolution processes, and implement best practices to improve service quality. Additionally, they lead, mentor, and develop service desk staff, monitor performance metrics, and collaborate with other IT teams to resolve complex technical issues. The role typically involves strategic planning, process optimization, and ensuring customer satisfaction with IT support services.
What cities near Rochester, NY are hiring for Senior Service Desk Manager jobs? Cities near Rochester, NY with the most Senior Service Desk Manager job openings:
Senior Service Desk Manager jobs near you
Infographic showing various Senior Service Desk Manager job openings in Rochester, NY as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $95,806 per year, or $46.1 per hour.

Full-Time Assistant Office Manager Store #453

Northeast Grocery

Spencerport, NY • On-site

$18.50/hr

Other

Re-posted 7 days ago

Job description

Pay Rate Starting at: Level $18.50/ hr Rates of pay are determined by previous experience and labor contract seniority.

SUMMARY

The mission of all Tops associates is to adhere to the Tops vision of providing a friendly neighborhood store that saves the customer time and money.   The Assistant Office/Service desk manager is responsible for ensuring superior customer service and control of losses through efficient management of service desk and bookkeeping operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Prioritize multiple tasks without constant supervision
  • Handle cash, checks, and other media and distinguish between various forms of currency
  • Responsible for proper cash and media reconciliation at the end of each shift
  • Maintain a clean and organized environment around the service desk and bottle area
  • Answer incoming telephone calls and direct to correct person/department
  • Inform manager on duty and/ or office manager of any problems or important information
  • Assist Service Desk manager in selection, training, and development of service desk and bookkeeping associates
  • Complete all necessary paperwork relating to Bookkeeping and Service Desk Department
  • Follow all Federal, State, and Local regulations as well as company policies regarding Service Desk operations, safety, and sanitation
  • Ensure all security procedures are followed to protect from internal/external theft
  • Maintain efficient use of supplies
  • Confirm all equipment is in proper working condition
  • Report any information/ problems to Service Desk manager
  • Act in place of Service Desk/Bookkeeping manager when they are absent
  • Follow direction of managers, as given
     
MINIMUM QUALIFICATIONS

Must be 18 years of age

EDUCATION AND EXPERIENCE
  • Ability to read, write, and perform basic math functions
  • Possess basic computer skills
  • Possess strong communication skills
PHYSICAL REQUIREMENTS
EQUIPMENT USED

Operation of the following: 

  • Cash Register       
  • Money Order Machine 
  • Lottery Vending Machine (must be 18yrs of age)    
  • Lottery Machine 
  • Coinstar (Must be 18 yrs. of age)
  • Western Union System
  • Computer
  • Certegy Check Cashing System
  • Safe
  • Tickets.com Terminal 
  • Coin Wrapper (Must be 18 yrs. of age)
  • Telephone System
  • Currency Counter
  • Adding Machine/Calculator
  • Ladder (must be 18 yrs. of age)
  • Bottle Machine(Must be 18 yrs. of age)
     

Our Company does not discriminate against individuals on the basis of race, color, national origin, religion, sex, affection or sexual orientation, disability, age, marital status, liability for military service, status as a veteran, gender identity or expression, genetic information, pregnancy, and any other characteristic protected by applicable federal, state, or local laws.

Should your hours and availability better fit the needs of another store or desired shift, we may consider your application for another location or shift.

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