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Helpdesk / Service Desk Manager

Grand Rapids, MI 49503

Posted: 11/09/2023 Job Type: Permanent/Direct Hire Industry: IT Job Number: 24571 Pay Rate: $ 65000.00 - $ 75000.00

Job Description

An iMPact Business Group client is seeking an experienced Helpdesk / Service Desk Manager.

This is both a hand-on support role along with providing leadership to a small but growing Helpdesk / Service Desk team.

This position will involve using your strong Technology Support experience along with Team Leadership / Team Development skills to guide the general user support needs of this firm.

The position will focus on delivering and mentoring other staff to deliver support services with a strong focus on providing top-level Customer Service.

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.

This role will deliver and oversee support services related to - Network/Computing Infrastructure, Security, SSO/IAM, and Business Applications including the expanded use of the corporate ERP system.

If you love to support Users with a strong focus on collaboration and customer service, this is a firm you need to consider.

Job Requirements

  • 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

Contract positions

Will be employed and paid hourly by iMPact Business Group. Benefits (medical, dental & vision) are available after 90 days of employment. 

 

Permanent placed employees

Paid by and qualify for benefits in accordance with the policies of the hiring company. 

Submit your resume today to be considered for this position. A recruiter will review within a business day or two and will reach back out to you if they would like to discuss next steps.

Internal Positions

We have several internal positions at iMPact that we are hiring for. Please view our internal positions here.

  • Recruiters
  • Account Managers

 

Learn more about working with iMPact Business Group

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iMPact Business Group is a professional staffing agency located in Grand Rapids, MI, and Tampa, FL. We were founded in 2004 and service candidates and clients nationwide. Our areas of specialization are in IT, Engineering, Finance/Accounting, and Business Administration/Process (HR, Marketing, Admin jobs, etc). Opportunities are available nationwide as well as remote.

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