Job Description - IT Help Desk Manager in Rochester
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IT Help Desk Manager

Ref: US_EN_6_916327_1456857

Posted on 27 July 2022

The IT Help Desk Manager plays a pivotal role in the Technology Services of the department. With minimum direction and considerable latitude for independent judgment, perform non-routine and routine duties, requiring resource coordination, and advanced management and administrative skills. Important qualities include analytical, communication, organizational, and leadership skills. Responsible also for extensive knowledge of policies, procedures, and practices.

Duties and Responsibilities:

Managing Employees 

  • Manage Help Desk student employees, including hiring, training, scheduling, evaluating, and initiating corrective actions, as necessary. Coordinate payroll processes with administration and the Employment Office to ensure employees are paid correctly and promptly
  • Coordinate schedules to ensure that shifts are covered 
  • Create and manage help desk schedules via scheduling software
  • Help Desk Operations 

    The Help Desk support requests will come via phone, in person, and through the ticketing system. The Help Desk Manager must have a professional demeanor; be present, visible, and available to users requiring technical assistance. The space should always be tidy, welcoming, and safe to visitors.

  • Plan, direct, and manage the day to day operations of the Help Desk, with concern for quality and efficiency. Accept general responsibility for the Help Desk and ensure that it is ready for use.
  • Oversee requests, incidents, and problems. Triage more complex issues to appropriate technical/administrative support staff, as necessary
  • Monitor the progress of activity in the ticketing system “Help Desk” queue. Actively respond to queries and aid in handling customers questions and concerns
  • Manage the circulation of equipment, as appropriate
  • Provide support for the use of databases and other electronic resources
  • Provide individualized training in the use of technology and applications. Provide tier I hands-on instruction and support for configuring/using hardware and software
  • Provide tier I support for access to VPN
  • Participate in the preparation and continual updating of procedure manuals and documentation for Help Desk use
  • Continue to evolve an overall agile Help Desk strategy that can quickly adapt to change, with consideration given to an ever-changing environment (COVID, etc.)
  • Technical Responsibilities 

  • Run scripts in PowerShell to set up new/forwarding email accounts. Co-manage and promptly resolve account-related inquiries
  • Be highly familiar with and train employees with Zoom, PowerPoint, and Poll Everywhere
  • Conduct technology demonstrations
  • Provide tier I support for imaging and preparing machines for installation
  • Provide tier I support for installing Parallels on Macintosh workstations
  • Qualifications


    Bachelor's degree, 3-5 years’ professional experience, or an equivalent combination of education and experience, including one year in a position which demonstrates the ability to manage employees.

    Possesses the ability to work independently and with minimal supervision.

    Advanced technical/office skills, including keen working knowledge of MS Word, Excel, and PowerPoint. Experience with ticketing system. Must have, at minimum, a novice level understanding of laptops, projectors, microphones, document cameras, and supporting software (Zoom, PowerPoint, Camera app, DeepFreeze, etc.).

    Strong customer service orientation.

    Other: Weekend and evening hours may be required.


    The successful Help Desk Manager will:

  • Possess excellent organizational and communications skills
  • Work well in both a team or individual environment, sharing knowledge and ideas that help to promote individual, team, and organization growth
  • Be dependable, flexible, and efficient
  • Have keen insight and ability to prioritize workload
  • Embrace continuous learning as essential to personal and organizational success
  • Manage time and multiple projects in a complex environment with a positive and creative attitude
  • Pay close attention to detail, meet inflexible deadlines, remain calm during difficult situations, work under pressure, and work with frequent interruptions
  • Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

    The Company will consider qualified applicants with arrest and conviction records.

    If you are interested in this position, please contact Mike Keegan with Modis at 585-465-1236 and/or send Mike your resume at:


    Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to

    The Company will consider qualified applicants with arrest and conviction records


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