Connection · 2 months ago
Help Desk Supervisor
US-NY-Glens Falls
Full-time
Onsite
Senior Level, Lead/Staff
$75K/yr - $89K/yr
8+ years expConnection Services is seeking an IT Support Manager to join their Technical Staffing Division. This role involves leading the IT Support team, managing support operations, and ensuring effective training and support for users.
ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware
Responsibilities
Supervise the IT Support team, overseeing workflow, scheduling, performance, and professional development. Provide coaching and encouragement for continuous improvement and career growth
Manage IT Support operations, including call center management and ticket system administration, ensuring timely and efficient resolution of user issues. Provide regular monthly reporting to management for strategic decision-making
Collaborate with other departments to improve new hire orientation and training. Identify training needs, create materials, and lead sessions to ensure employees are equipped with the necessary IT skills
Ensure users are supported with a thorough understanding of IT equipment and networks. Organize troubleshooting efforts and facilitate equipment repair when necessary
Oversee user account administration, including permissions and access rights in Active Directory. Maintain accurate documentation and IT forms for account setup and updates
Stay informed of company policies and IT procedures. Assist with the implementation of new technologies and ongoing system upgrades
Develop and maintain standard operating procedures (SOPs), training materials, and other documentation to support IT operations
Cultivate and maintain strong relationships with vendors to secure high-quality products and services
Qualification
Required
Bachelor's degree in Information Technology or related field, or equivalent experience
Minimum of 8 years of experience in IT support, with at least 3 years in a senior or supervisory role
Proficiency with Windows, Microsoft 365 applications and administration, call center management tools, help desk ticketing systems, and Active Directory
A basic understanding of networking is beneficial, though this role does not include network or server management
Exceptional interpersonal and communication skills—able to build strong relationships and communicate effectively with staff, vendors, and management
Effective prioritization and organizational skills to manage multiple tasks and meet deadlines
Experience in creating and delivering training materials
Benefits
Excellent benefits including medical, dental, vision, flexible spending, retirement 401k and Pension
Employee Stock Ownership
Education and Tuition Reimbursement
Employee Assistance Program for employees and immediately family members
Profit sharing bonus program based on individual and company performance
Company
Connection
As a Global IT Solutions Provider, we connect people with technology that enhances growth, elevates productivity, and empowers innovation.
1001-5000 employees
H1B Sponsorship
Connection has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (19)
2023 (7)
2022 (6)
2021 (7)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown1998-03-06IPO
Leadership Team
Timothy McGrath
President & CEO
Recent News
2025-02-06
2025-02-06
Seeking Alpha
2025-02-06
Company data provided by crunchbase