IT Help Desk Manager

Position: Help Desk Manager Location: Grand Rapids, MI / Hybrid Compensation: $,000 Benefits: Unlimited PTO, 401k w/match, discretionary year-end bonus, comprehensive health coverage, additional employee discounts. About the Role

The Help Desk Manager is responsible for leading day‑to‑day IT support operations and delivering consistent, high-quality technical service to internal users. This role oversees a Tier 1 and Tier 2 Help Desk function, balancing people leadership, technical escalation, and process improvement. The ideal candidate brings both managerial discipline and practical technical aptitude, with a strong customer service mindset suited to a fast‑paced, professional services environment.

• Lead and develop a Help Desk team delivering timely, professional technical support.
• Act as an escalation point for complex or high‑impact issues, providing hands‑on technical guidance as needed.
• Own Help Desk workflows, ticket prioritization, and service standards to ensure consistent user experience.
• Manage and optimize the IT ticketing system, ensuring accurate documentation and trend analysis.
• Establish and enforce endpoint management and software deployment standards.
• Develop and maintain clear IT documentation, procedures, and troubleshooting guides.
• Monitor service metrics and performance indicators to identify improvement opportunities.
• Collaborate with IT leadership and cross‑functional teams to improve service delivery and support new initiatives.
• Support end‑user technology training, onboarding, and adoption efforts.
• Ensure compliance with security, confidentiality, and technology policies.
• Contribute to IT projects including system integrations, process improvements, and asset management initiatives.

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• 3–5 years of experience managing a Help Desk or IT support team.
• Strong hands‑on technical background; not solely a people‑management role.
• Experience with ITSM and ticketing platforms (Fresh service or similar).
• Working knowledge of Microsoft Windows, Office 365, Active Directory, Intune, and endpoint management tools.
• Proven ability to lead, coach, and hold technical staff accountable.
• Strong communication skills with the ability to translate technical issues for non‑technical users.
• Organized, detail‑oriented, and comfortable operating in a fast‑paced environment.