Support Desk Manager

Reporting to the Director of IT Service Management and Endpoint Solutions, the Support Desk Manager provides leadership for the Information Technology Support Desk, serving as the primary point of contact for technology support services across Grand Rapids Community College. This position is responsible for planning, organizing, coordinating, and overseeing the daily operations of the Support Desk team, ensuring the delivery of high-quality, customer-focused support to faculty, staff, and students. The core focus of this position is the management, coordination, and continuous improvement of Support Desk services, including incident management, request fulfillment, customer communications, knowledge management, workforce planning, and customer experience initiatives. The Support Desk Manager is responsible for developing and supporting professional and temporary staff, monitoring service performance, and ensuring alignment with Information Technology service standards and organizational objectives.

Working collaboratively with Information Technology teams and campus stakeholders, the Support Desk Manager serves as an advocate for users and promotes the effective use of technology support resources. The Manager leverages service data and customer feedback to identify opportunities for improvement, supports the adoption of IT Service Management best practices, and fosters strong partnerships across the College. Through effective leadership, communication, and collaboration, the Support Desk Manager helps ensure technology support services continue to meet the evolving needs of the GRCC community while contributing to a positive and effective end-user experience.

Position Number: 00001567
Requisition ID: 1223
Employee Group: Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation: TM2, $76,412/year
Benefits: Full-time Benefits
Reports to: Director, IT Service Management & Endpoint Solutions
Posting Opens: 10/26/20226
Posting Closes: 11/09/2026

ESSENTIAL FUNCTIONS

• Plan, organize, coordinate, and oversee the daily operations of the Information Technology Support Desk.
• Lead the recruitment, hiring, onboarding, training, scheduling, coaching, and performance management of full-time, contingent, and student employees.
• Monitor, analyze, and report on service performance, customer feedback, support trends, and operational metrics to identify opportunities for service improvement.
• Propose solutions, collaborate with cross campus stakeholders, communicate needs and deliverables with internal and external customers
• Lead continuous improvement initiatives focused on enhancing service quality, operational efficiency, customer experience, and support processes.
• Utilize IT Service Management practices, including incident, request, knowledge, and problem management, to improve service delivery and reduce recurring issues.
• Develop, maintain, and enforce Support Desk procedures, standards, knowledge articles, and operational documentation to ensure consistent service delivery.
• Serve as an escalation point for complex or sensitive support issues and coordinate resolution efforts with technical teams and campus stakeholders.
• Administer and maintain Support Desk technologies and communication channels, including the service management platform, support knowledge resources, self-service tools, and related workflows.
• Collaborate with Information Technology teams, faculty, staff, and campus partners to identify support requirements, improve service offerings, and ensure readiness for new technologies, projects, and initiatives.
• Analyze the impact of technology changes, institutional priorities, and evolving customer needs to recommend improvements to support services, processes, and procedures.
• Lead or participate in cross-functional projects, committees, and initiatives that improve technology support services and the overall end-user experience.
• Coordinate and oversee technology support communications for service disruptions, planned maintenance, service updates, and other customer-facing notifications.
• Determine correct course of action in sensitive account provisioning process, discretion is a must
• Arrange participation in student and staff facing campus events and activities
• Provide department managers with up to date reports on current issues and trends tickets and issues
• Identify, collaborate, and develop customer education and technology training resources, including knowledge articles, web content, instructional materials, employee onboarding resources, and other self-service support tools.
• Maintain awareness of emerging technologies, higher education technology trends, and industry best practices related to customer support and IT Service Management.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
• Perform other duties as assigned

JOB SPECIFICATIONS

Educational Credentials

• Bachelor's degree (required) from an accredited college or university with preferred concentration in Computer Information Systems
• Preferred ITIL, ITSM, or KCS certification

Work Experience

• Minimum of three (3) years’ experience working as a Support Desk technician preferred or combination of relevant IT customer support experience or greater
• Minimum of two (2) years’ supervisory experience or greater

Skills

• Demonstrated leadership skills with the ability to coach, develop, motivate, and support employees in a collaborative team environment.
• Knowledge of Information Technology service delivery principles and IT Service Management practices, including incident, request, knowledge, and problem management.
• Strong customer service orientation with a commitment to delivering a positive and effective end-user experience.
• Ability to analyze service performance data, identify trends, and recommend improvements to services, processes, and customer experiences.
• Strong organizational skills with the ability to manage multiple priorities, projects, and operational responsibilities simultaneously.
• Demonstrated ability to identify opportunities for continuous improvement and implement solutions that enhance service quality and operational effectiveness.
• Ability to communicate complex technical concepts in a clear and understandable manner to individuals with varying levels of technical knowledge.
• Excellent verbal, written, presentation, and interpersonal communication skills, with the ability to effectively engage and collaborate with individuals from diverse backgrounds and organizational levels.
• Proven ability to take initiative and make sound decisions without direction
• High level of discretion, professionalism, and ability to maintain confidentiality when handling sensitive information.
• Must be highly effective at researching issues and developing solutions
• Exceptional attention to detail
• Previous experience in higher education technology support or service delivery preferred.
• Knowledge of enterprise technologies, endpoint computing environments, cloud services, identity and access management, and higher education technology ecosystems.

Physical Demands

• Ability to lift up to 25 pounds
• Required long periods of sitting, using a computer to input, extract and interpret data

Mental Demands

• Ability to handle multiple priorities.
• Ability to conduct best practices research and adequately document solutions required.
• Ability to identify innovative approaches for service delivery that meet our customers’ needs

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Working alone
• Work indoors and outdoors
• Work with or without heat and air conditioning, and outside during all types of weather

BENEFITS

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time.
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership.
• Continuous Learning: Career development and educational opportunities.
• Retirement Plans: Secure your future with our retirement options, including the state pension retirement plan.

NEXT STEPS / APPLICATION PROCESS

• Please complete an application: https://www.grcc.edu/faculty-staff/human-resources/careers. Submit a cover letter and resume.
• The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.
• Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295