What are the responsibilities and job description for the Help Desk Manager position at Precision Electric Motor Sales?
Job Title: Help Desk Manager
Department: Information Technology
Reports To: Director of Technology
Job Type: Full-time In Person
Location: Corunna, Michigan
Precision Electric Motor Sales, an employee-owned company, is a nationwide distributor of electric motors. We are growing at a rapid pace and need a help desk manager to lead the IT support team in delivering timely and effective technical assistance to internal users. This role is responsible for managing help desk operations, improving service delivery, recruiting and training staff, and ensuring high standards of customer service. The ideal candidate possesses a strong technical background, excellent problem-solving skills, and outstanding communication abilities.
Responsibilities
Team Leadership
- Supervise and manage a team of help desk professionals
- Monitor team performance and provide regular coaching and feedback
- Recruit, hire, and train help desk representatives
- Ensure efficient, accurate, and timely problem resolution across all requests
Customer Service
- Develop and improve problem resolution workflows and procedures
- Troubleshoot and resolve end-user technical issues as needed
- Prioritize and manage incoming support tickets
- Provide in-person and phone support
Operational Management
- Monitor and report on help desk performance metrics
- Develop and implement IT support policies and standards
- Manage escalations and ensure appropriate follow-through and resolution
- Stay informed of industry trends, best practices, and emerging technologies
Communications
- Communicate effective with customers and internal teams
- Provide feedback to management on help desk performance
- Act as a liaison between the help desk team and other technical/business units
Other Responsibilities
- Ensure compliance with internal policies, security protocols and industry regulations
- Evaluate, recommend, and implement new tools and technologies to enhance IT support
- Maintain inventory of desktops, laptops, peripherals, phones, and other IT equipment
- Track and recommend necessary hardware and software purchases
- Troubleshoot and support key systems including printers and network infrastructure
Key Systems Supported
- User management
- Outlook/Email Systems
- Printer Management
- Desktop and Laptops
- Network Management Level 1
- Server Management Level 1
- Sage ERP Level 1
- Starship Shipping Software Level 1
- B2B Website Level 1
Requirements
- Bachelor's degree in Information Technology, Computer Science or related field (preferred)
- 3 years of experience in an IT help desk role, with 1 years in a leadership or supervisory capacity
- Strong knowledge of Windows/Mac operation systems and Microsoft Office
- Excellent organizational, communication, and analytical skills
- Experience with IT ticketing systems and remote support tools
Benefits
- 401(k) matching
- Dental insurance
- Employee Stock Ownership Plan
- Health insurance
- Holiday pay
- Paid time off
- Vision insurance