What are the responsibilities and job description for the Help Desk Manager position at Federated Service Solutions?
Position Title: Help Desk Manager
Location: Plymouth, MI (Hybrid Eligible)
Reports To: Vice President of Delivery
Job Type: Full Time, Exempt
Who We’re Looking For
We’re seeking a proactive, service-minded Help Desk Manager to lead and elevate our internal support operation. You’ll oversee a team of 8-10 Help Desk specialists who serve as the frontline lifeline for our field technicians. This role is part coach, part strategist, and part process optimizer. If you’re passionate about building high-performance teams, improving systems, and ensuring the people who fix problems get fast, effective support—this is your seat.
About Federated Service Solutions
At Federated, we move fast, solve for the customer, and own outcomes. Since 2004, we’ve delivered complex tech deployments for national brands with precision and pride. Our teams value clarity, reliability, and real results. We don’t micromanage—we match strong talent with meaningful ownership.
- What You’ll Do
- Lead, manage, and hold accountable (LMA) a team of Help Desk specialists
- Track and exceed key performance indicators, including resolution time and satisfaction
- Create and maintain performance dashboards and reporting tools
- Build a continuous feedback loop with other departments to identify and resolve recurring field issues
- Own the knowledge base strategy and contribute directly to content creation and optimization
- Handle escalations with calm, clarity, and urgency (afterhours when needed)
- Drive accountability and development through coaching, 1:1s, and process documentation
- Partner with Engineering and Operations to anticipate and solve cross-functional friction
- What You Bring
- Proven success managing internal support or help desk teams in a technical or field service environment
- Strong understanding of metrics-driven performance (SLA adherence, satisfaction, volume trends)
- Experience with reporting and basic data analysis (Quickbase or equivalent experience preferred)
- High ownership mindset—you see what needs to be done and move
- Ability to create calm under pressure and keep communication constructive
Nice to Have
Experience supporting field-based teams or technicians. Familiarity with low-code platforms like Quickbase. Past experience writing support documentation or leading KB initiatives.
Who Shouldn’t Apply
If you struggle to keep commitments, avoid tough conversations, or prefer to let things slide rather than fix them, this isn’t your seat. We’re a company that owns it every day and supports the people doing the hardest jobs.
- Why You’ll Love It Here
- Autonomy to shape systems and culture
- A tight team that values clarity, accountability, and positive energy
- No micromanagement, just clear goals and shared wins
- Your leadership will directly impact our ability to serve customers well
- Our Benefits
- Competitive salary
- Medical, Dental, Vision, 401K
- Paid time off and holidays
- Supportive culture and leadership
EEO Statement
Discrimination of any kind is not tolerated here. To learn more about EEO, visit www.dol.gov.