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Helpdesk / Service Desk Manager
Grand Rapids, MI 49503 US
This is both a hand-on support role along with providing leadership to a small but growing Helpdesk / Service Desk team.
The general user base typically has strong technical skills in their own discipline - Manufacturing, Engineering, Accounting, Design, Supply Chain and they all welcome Technology Support coming from an informed user perspective.
- Bachelors Degree, strongly preferred
- 3+ years of Technical Support Team Leadership / Management experience
- 5+ years experience performing Helpdesk / Service desk support
- Current hands-on Technology support experience (this is a roll-up-your-sleeves and help-where-needed leadership role)
- Experience reviewing, defining, and implementing Helpdesk / Service processes and procedures
- Experience building and supporting an internal Knowledge Base for helpdesk processes
- Helpdesk automation experience - tools beyond just a ticketing system, ie. Software Deployment, Remote Support, CMDB, AI, DevOps, and related automation for System / User Support
- Experience with Vendor / Contract Management - building strong relationships with Vendor partners
- Training and staff development - ability to build and grow your team
- System/Security Administration, SSO, IAM and related