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Service Desk Manager (Hybrid)

Buffalo, New York

As the Service Desk Manager, you will lead a team of 2 Service Desk Analysts, overseeing incident resolution and ensuring the effective implementation of the ITIL framework. Your role involves providing tier-3 IT support, managing software packages, handling physical and virtual endpoints, and troubleshooting issues across applications, system access, and conference devices. Additionally, you'll maintain system documentation, standardize processes, and coordinate system updates with stakeholders.


  • Associate's Degree or higher in Computer Information Systems, Business Administration, or a related field, or equivalent work experience.
  • Minimum of 5 years of successful service desk operation.
  • Proficiency in ITSM systems, process development, and documentation.
  • Strong deductive reasoning, communication, and interpersonal skills.
  • Ability to manage staff, prioritize tasks, and adapt to changes quickly.
  • Knowledge of personal computers, networks, servers, and related hardware and software.
  • Familiarity with Microsoft Windows Server and Desktop Operating Systems, and Cloud Technologies is advantageous.
  • Willingness to work outside standard business hours and participate in an on-call rotation.
  • Some inter-office travel may be required.

Why Join Us:

About the Company: Our client stands as an industry leader in WNY and ranks in the Top 100 nationally. With over 60 years of experience, they've built a reputation as a trusted partner for companies within and beyond WNY. Their commitment to innovation, fueled by an entrepreneurial spirit and cutting-edge technology, sets them apart. Work/Life balance is paramount, and employees are encouraged to engage in community service with compensated volunteer time.

What's In It For You:

  • Competitive compensation and benefits package, ranging from $65,000 to $75,000, depending on experience.
  • Incentive program offering commissions and referral bonuses.
  • Opportunities for promotion and advancement.
  • Ongoing education to enhance technical and soft skills.
  • A unique sociable culture with flexible scheduling opportunities.
  • Hybrid work environment with remote work options.

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