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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
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