Manager, ETS
$82,500–$95,000 year
On-siteBuffalo, New York, United States
Job Summary
Hands-on lead role overseeing the day-to-day IT Helpdesk operations within Enterprise Technology Services (ETS). This role leads a team of System Support Analysts to deliver consistent, high-quality technical support for enabling technologies used by end users. Responsibilities include owning and managing daily helpdesk operations, ticket intake/prioritization/escalation/resolution, monitoring performance, developing standardized workflows and troubleshooting guides, and driving automation and self-service adoption. The role requires coaching and evaluating staff, managing staffing and workload, and providing regular KPI reporting to IT leadership. Requires strong experience across Microsoft 365 (including Copilot adoption support), Azure AVD, VMware, and Cisco; ITSM/ticketing expertise; and a customer-service mindset. Preferred qualifications include a Bachelor’s degree or equivalent experience and ITIL Foundation certification. The role emphasizes budgeting input, technology planning, scalability, and collaboration with Tier 2/3 teams, with a focus on improving end-user experience and supporting enterprise technology priorities.
Required Qualifications
- 5+ years of experience in a helpdesk, technical support, or IT operations role, with at least 2 years in a supervisory or team lead capacity
- Strong technical background across Microsoft 365, Azure AVD, VMware, and Cisco
- Experience managing ticketing systems and ITSM processes
- Demonstrated ability to develop service standards, track KPIs, and drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to translate technical issues into clear, practical guidance
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
- ITIL Foundation certification or equivalent ITSM framework experience
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