C

Connection

Global IT solutions and procurement network

IT Help Desk Manager

Full-TimeDeadline 9/23/27
No salary listed
Senior, Expert
Bachelor's
Glens Falls, NY, USA
In Person
IT OperationsIT Service Desk & End User Support

About the job

Requirements
  • A bachelor's degree in Information Technology or a related field, or equivalent professional experience.
  • At least 8 years of IT Support or Help Desk experience.
  • Experience managing or supporting Help Desk or Call Center operations and ticketing systems.
  • Strong knowledge of Windows, Microsoft 365 applications and administration, Active Directory, and end-user computing.
  • Experience with user account administration, permissions, access management, and IT onboarding processes.
  • Strong understanding of IT support operations, troubleshooting, and service delivery.
Responsibilities
  • Lead and manage the IT Support/Help Desk team, including staffing, scheduling, workflow, performance management, coaching, and career development.
  • Oversee day-to-day Help Desk operations, including ticket management, call center activities, escalations, service levels, and workload prioritization.
  • Provide hands-on guidance for troubleshooting hardware, software, network, and Microsoft 365 issues.
  • Monitor support metrics and develop monthly reports and key performance indicators for management to evaluate service performance and identify improvement opportunities.
  • Manage Active Directory user accounts, permissions, access rights, and onboarding/offboarding documentation.
  • Partner with Human Resources to improve new-hire technology orientation, onboarding, training, and IT support processes.
  • Identify employee technology needs and coordinate appropriate training programs and educational materials.
  • Assist with IT hardware purchasing, deployment, installation, upgrades, and technology implementations.
  • Develop and maintain relationships with IT vendors and service providers, ensuring quality products and services.
  • Stay current on IT policies, procedures, technologies, and best practices; recommend and implement improvements as appropriate.
  • Partner with IT management and cross-functional teams to support department and company-wide technology initiatives.
  • Promote continuous improvement, operational efficiency, and a strong customer-service culture within the IT Support team.
Desired Qualifications
  • At least 3 years of supervisory or team leadership experience.

About the company

C

Connection

View
Website

Connection is a global IT solutions provider offering IT services and advanced technology solutions to business, enterprise, and government markets. Its offerings include digital workplace, modern IT infrastructure, multicloud, supply chain, and lifecycle management, delivered through a network of 500 suppliers in 174 countries and proprietary procurement platforms. A team of account managers, solution architects, and technical specialists provides end-to-end guidance, implementation, and sourcing to help customers operate efficiently and innovate. It differentiates itself with its extensive supplier network, scalable procurement platforms, and industry-focused services grounded in values like respect, excellence, teamwork, and integrity; its goal is to connect people with technology to boost growth, productivity, and innovation.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Merrimack, New Hampshire

Founded

1982

Get referred to Connection

See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • Q2 2026 net sales rose 12.4% to $854 million, a company record.
  • Enterprise Solutions grew 13.4% in Q2 2026, driven by AI-ready infrastructure demand.
  • Management expects high-single-digit Q3 growth after strong July activity and elevated backlog.

What critics are saying

  • Public Sector revenue fell 31% in Q1 2026 after a lost federal contract.
  • SEC risk factors cite DRAM and NAND shortages, price competition, and vendor concentration.
  • Cloud virtualization and OEM-direct procurement threaten Connection’s distributor model by 2027.

What makes Connection unique

  • MarkITplace gives Connection access to 460,000 products from 1,600 vendors.
  • Connection spans business, government, healthcare, and education, diversifying customer access across channels.
  • GOVMVMT contract extends through October 31, 2028, with possible ten-year national reach.

Help us improve and share your feedback! Did you find this helpful?

Benefits

  • Health Insurance
  • 401(k) Retirement Plan
  • 401(k) Company Match
  • Mental Health Support
  • Paid Vacation
  • Paid Sick Leave
  • Unlimited Paid Time Off
  • Tuition Reimbursement

Company News

Yahoo Finance
Aug 14th, 2026
PC Connection CEO sells $4.3M in shares after stock surges 40% in 2026

Timothy J. McGrath, President and CEO of PC Connection, sold 50,000 shares of common stock at $85.88 per share on 3 and 4 August 2026, worth approximately $4.3 million. Following the sale, McGrath retains 240,343 shares valued at $20.86 million. The transaction comes as PC Connection's stock has climbed nearly 40% in 2026, outpacing the S&P 500's 13.8% gain. The company reported strong second-quarter results, with net sales up 12.4% to $854 million and net income rising 33.8% to $33.2 million. PC Connection, a technology distributor with nearly $3 billion in trailing twelve-month revenue, serves enterprise and public sector clients. Demand for artificial intelligence infrastructure solutions has helped drive recent sales growth.

Yahoo Finance
Jul 29th, 2026
PC Connection posts record Q2 with sales up 12.4% to $854M on AI infrastructure demand

PC Connection reported record second-quarter results, with net sales rising 12.4% year-over-year to $854 million and gross profit increasing 14.3% to $157.5 million. Operating income climbed 39.2% to $43 million, whilst diluted earnings per share rose 35.1% to $1.31. Growth was driven by notebooks, mobility products and desktops, which saw sales increase 19.5%. Software sales grew 15% and networking revenue rose 11.5%. Both Business Solutions and Enterprise Solutions segments posted double-digit sales growth. President Tim McGrath said the results reflect a shift from AI experimentation towards broader enterprise adoption. Management reported strong July activity and expects high-single-digit year-over-year revenue growth in the third quarter, though sequential revenue may decline after a strong June.

Associated Press
Jul 29th, 2026
Connection reports Q2 2026 net income up 34% to $33.2M on $1.5B gross billings

Connection, a provider of IT solutions to business, government, healthcare, and education markets, reported record second-quarter 2026 results. Net sales increased 12.4% year over year, whilst gross billings rose 14.0% to $1.2 billion. Net income jumped 33.8% to $33.2 million, or $1.31 per diluted share, compared to $24.8 million in the second quarter of 2025. Gross profit increased 14.3% to $157.5 million, with gross margin expanding 30 basis points to 18.4%. President and CEO Timothy McGrath attributed the performance to customers' increasing focus on enterprise technology as they operationalise AI. The company's board declared a quarterly dividend of $0.20 per share, payable on 28 August 2026.

Yahoo Finance
Jun 30th, 2026
PC Connection chairman sells 14,000 shares for $998,000

Patricia Gallup, Chairman and Chief Administrative Officer of PC Connection, sold 14,000 shares for approximately $998,000 on 23-24 June 2026, according to a SEC Form 4 filing. The shares were sold at a weighted average price of $69.90. This marks Gallup's second open-market sale since May of last year, with both transactions similar in size and percentage of holdings. Following the sale, Gallup retains 533,258 shares directly and 7,028,596 shares indirectly, primarily through family trusts where she serves as sole trustee. PC Connection, a technology distributor serving businesses, government agencies and educational institutions across the United States, reported trailing twelve-month revenue of $2.89 billion and net income of $87.46 million.

Yahoo Finance
Apr 29th, 2026
PC Connection Q1 earnings: net sales rise 3% to $721.9M, operating income jumps 39%

PC Connection reported first-quarter 2026 results showing gross billings rose 4.3% to $1.0 billion and net sales increased 3% to $721.9 million. Gross margin expanded 20 basis points to 18.4%, whilst operating income jumped 39.3% to $20.2 million and net income climbed 27.8% to $17.2 million. Connection Business Solutions sales grew 6.6% to $275.6 million and Enterprise Solutions surged 16.3% to $346.5 million, achieving record backlog. Public Sector sales declined 31% to $99.8 million due to a non-recurring federal contract. The company faced memory shortages that lifted prices but reduced unit volumes, prompting a planned inventory build of $50.7 million. PC Connection maintained its $0.20 quarterly dividend and repurchased approximately 42,000 shares, though management cautioned about uncertainty later in 2026.