Help Desk Manager

We are looking for a skilled Help Desk Manager to lead and develop a regional IT Service Desk team in Grand Rapids, Michigan. This Contract-to-Permanent position offers an exciting opportunity to foster a culture of service excellence while ensuring efficient and effective IT support. In this role, you will oversee daily operations, provide leadership, and contribute to process improvements to enhance service delivery.

Responsibilities:
• Lead and mentor a regional IT Service Desk team to ensure exceptional service and responsiveness.
• Monitor ticket queues, team workflows, and performance metrics to meet organizational targets.
• Act as the primary escalation point for complex technical issues and service requests.
• Foster a culture of customer service excellence, accountability, and empathy within the team.
• Collaborate with IT teams such as Infrastructure, Security, and Software to ensure seamless service delivery.
• Develop and maintain internal documentation, including standard operating procedures and knowledge base articles.
• Identify opportunities for process improvement, support the adoption of new technologies, and participate in IT project initiatives.
• Ensure compliance with IT security standards through regular audits and secure practices.
• Manage IT asset inventories and oversee quarterly audits for accuracy.
• Participate in a rotating 24x7 on-call schedule to provide escalation support when needed.

• A minimum of 5 years of experience in IT support roles with 3 years' of exposure to a leadership role

• Ability to work within a team environment and support through a corporate structure

• Must be proficient in working with ticketing systems to support both onsite and remote end users

• Must have a strong background in supporting Windows based technologies. Experience with Apple based product support a huge plus

• Experience working within ITIL Processes

• Ability to communicate with all levels of the organization

• Experience leading a team

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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