Top 4 Help desk manager Jobs in Buffalo Ny

IT Manager of Service & Support
Hodgson Russ LLP —Buffalo, NY
- $83,700 - $102,600 a year
- Full-time
- Background check
- Computer Science
- 5 years
- Health savings account
- Disability insurance
Quick Apply
Help Desk Manager
Spectrum Health & Human Services —Orchard Park, NY
- $26 - $33 an hour
- Full-time
- Computer science
- Computer Science
- Office
Quick Apply
Manager, ETS
Solidifi Title & Closing LLC —Buffalo, NY
- $82,500 - $95,000 a year
- Full-time
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Quick Apply
IT Services Supervisor – Endpoint Management
WithumSmith+Brown —Buffalo, NY
- $90,000 - $115,000 a year
- Full-time
- Computer science
- Computer Science
- 8 years
Quick Apply

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Under indirect supervision, this position will also provide responses to telephone calls, email requests, helpdesk tickets, and direct staff requests for…
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help desk manager jobs near buffalo ny

IT Manager of Service & Support

Hodgson Russ LLP -
Buffalo, NY

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Job Details

Full-time
$83,700 - $102,600 a year

Benefits

Health savings account
Disability insurance
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Pension plan
Employee assistance program
Vision insurance
401(k) matching
Employee discount
Life insurance
Referral program
Retirement plan

Qualifications

Managing technical support teams
Customer communication
Teamwork
Computer Science
Team supervision
Managing teams in a customer support role
Coaching
Talent management
Performance management
Team development
Hiring
Professional development support
Bachelor's degree
Technology management
Vendor relationship management
Leading team collaboration initiatives
IT department experience
Information Technology

Full Job Description

Join our team to manage and lead the delivery of responsive, high-quality IT services that empower our users, enhance operational efficiency, and support the continued growth of our firm. Hodgson Russ LLP, a regional law firm with 230+ attorneys in 10 offices, is seeking a Manager of Service & Support to join our busy Information Technology group, resident in the Buffalo office. In this role, you will be responsible for cross-office team management and customer service, together with the following responsibilities:

Oversee all incidents and requests to ensure timely, consistent, and high-quality resolution aligned with service expectations.
Act as the escalation point for complex or high-impact issues, coordinating resolution across support teams.
Lead Problem Management efforts by analyzing incident trends and driving actions to reduce recurring issues and call volume.
Define, manage, and improve key service metrics and SLAs (e.g., first contact resolution, resolution time, customer satisfaction).
Establish and continuously improve service desk processes to enable efficient escalation, collaboration, and service delivery.
Oversee ServiceNow ticket quality, ensuring accuracy, completeness, proper categorization, and adherence to processes.
Establish and enforce standards for documentation, knowledge usage, escalation practices, and customer communication.
Oversee reporting and dashboards to provide actionable insights that improve service performance and decision-making.
Lead, coach, and develop the Service Desk team and ServiceNow Knowledge Specialist, ensuring strong performance, engagement, and continuous skill development.
Serve as the primary interface for internal customers and oversee vendor performance to ensure high-quality, responsive support services.

This is a hands-on leadership role suited for a professional who thrives on challenges, excels in organization, time and resource management, and is an effective communicator. A bachelor’s degree in computer science, management information systems, business, informatics, or a related technology field is required, along with a minimum of five years of experience managing staff, including hiring, developing, and retaining talent, as well as coaching and performance management across technology teams is required. The role also requires at least five years of experience administering, supporting, and troubleshooting systems, along with managing vendor relationships in complex, networked environments.

Hodgson Russ offers competitive compensation and a comprehensive benefit package, including medical, dental, vision, life, long term disability, flexible spending, 401(k), Paid Time Off, pension plan, and more. At this time, the good faith estimate of the annual salary range for this position, if the successful applicant is based in Buffalo is $83,700 to $102,600. Where a successful applicant is slotted within this range will vary based on legitimate criteria, such as experience and skill level.

Please apply by clicking through application or by visiting our career page at www.hodgsonruss.com. If your skills and experience match this position, a member of the human resources team will contact you directly. Thank you for your interest in Hodgson Russ opportunities.

Hodgson Russ LLP is an Equal Opportunity Employer. The Firm is committed to providing equal employment opportunities regardless of race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, age, disability, veteran status, familial status, or any other legally protected basis. https://www.hodgsonruss.com/about-diversity.html.

Pay: $83,700.00 - $102,600.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Retirement plan
Vision insurance

Application Question(s):

Do you have five or more years of experience managing staff, including hiring, developing, and retaining talent, as well as coaching and performance management across technology teams ?
Do you have five or more years of experience administering, supporting, and troubleshooting systems, along with managing vendor relationships in complex, networked environments?
Desired salary?

Work Location: In person

Quick Apply

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help desk manager jobs in buffalo ny

IT Manager of Service & Support

Help Desk Manager

Manager, ETS

IT Services Supervisor – Endpoint Management

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