Service Desk Manager - Buffalo, NY

National Fuel is seeking a Service Desk Manager for an outstanding career opportunity in our Information Technology department at our Williamsville, NY headquarters. National Fuel is proud to have an inclusive workplace where hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

PRIMARY RESPONSIBILITIES:

• Lead and develop Service Desk staff, including coaching, performance monitoring, and identifying training needs based on escalation trends.

• Manage and supervise the daily operations of the Service Desk through in-person interactions, phone calls, emails, chat, and ticketing systems, making sure service level agreements are met and excellent customer support is provided.

• Define, track, and report Service Desk KPIs, including first-call resolution, ticket aging, customer satisfaction, and operational efficiency. Provide weekly and monthly dashboard updates to IT leadership.

• Oversee Tier 2 and Tier 3 escalations, analyze incident trends, and drive enhancements in processes, procedures, training, and knowledgebase content to minimize recurring issues.

• Oversee the continuous development of the Service Desk knowledgebase, ensuring comprehensive, reliable, and practical documentation that facilitates first-contact resolution.

• Encourage cross-team collaboration by forming strong connections with IT leaders and technical teams across all domains.

• Participate in and support IT and company-wide projects, representing the Service Desk and ensuring alignment with broader IT initiatives.

• Deliver quality assurance and maintain adherence to procedures and policies, helping to continuously enhance support processes and elevate the customer experience.

MINIMUM QUALIFICATIONS:

• Bachelor of Computer Science, MIS, or related field.

• 7–10 years of progressive IT support experience, including leadership or team management responsibilities.

• Experience working with enterprise desktop/mobile environments and troubleshooting methodologies common across Service Desk operations.

• Strong oral and written communication skills, proven technical abilities and strong computer skills.

• Strong interpersonal skills; able to work with technical and non-technical personnel.

• Ability to prioritize and execute tasks in high-pressure environments.

• Analytical skills with the ability to interpret KPI data and drive operational improvements.

• Working knowledge of enterprise desktop, mobile, and authentication systems, as reflected at all Service Desk levels.

• Demonstrates professionalism, initiative, and the ability to collaborate cross-functionally. Must effectively communicate system status and support updates to management and users.

PREFERRED QUALIFICATIONS:

• Industry-standard IT certifications (e.g., ITIL, helpdesk leadership, or those listed in the IT certification matrix).

ABOUT NATIONAL FUEL:

National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today. We are dedicated to the communities in which we live, work, and have 2,000 employees in Western NY and Northwest PA. National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

COMPENSATION AND BENEFITS:

The base salary range for this position is $125,000 - $140,000.

This job posting contains a pay range, which represents the range of pay that National Fuel believes, in good faith, at the time of this posting that it might be willing to pay for the posted job. The specific base pay offered to a successful applicant will be based primarily on relevant professional experience. Other components that may be considered include: individual qualifications, licensures, industry specific experience, education and market demands for specialized skills. The pay range is subject to change at any time based on various internal and external factors. Exempt positions will also be eligible for an Annual Cash Bonus Plan.

National Fuel offers a comprehensive benefits package including the following:

• Medical and Prescription Drug Coverage * Paid Company Holidays

• Dental Coverage * Parental Leave for Mothers and Fathers

• Vision Coverage * Tuition Reimbursement

• 401(k) with Company Match * Life Insurance

• Company Funded Retirement Savings Account * Long Term Disability Insurance

• Flexible Work Schedule * Flexible Spending Account

• Paid Time Off * Charitable Giving Programs

HOW TO APPLY:

Any candidate offered a position with National Fuel will be required to successfully complete a pre-employment drug test. For confidential consideration, please submit your resume and cover letter (preferably in PDF format) by April 3, 2026, to jobs@natfuel.com. Please reference position #26-037NY in the subject line of your email.

National Fuel is a proud equal employment opportunity employer. We believe our differences makes us all better, pushing us to look at things differently while enriching our own personal life experiences. That’s why we’re committed to building a diverse workforce and an equitable and inclusive work environment.

We celebrate diversity and do not discriminate based on race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, disability, veteran status, or any other legally protected basis

Pay: $125,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $125,000 - $140,000