Supervisory Responsibilities

• Hires and trains IT employees.
• Schedules, organizes, and assigns projects to members of the IT team.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Primary Responsibilities/Essential Functions

• Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
• Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
• Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
• Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
• Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
• Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
• Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
• Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
• Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
• Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
• Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
• Other duties as assigned

Education & Qualifications

• Preferred bachelor's degree in information technology, Computer Science, or a related field.
• Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.
• Strong technical background with expertise in troubleshooting hardware, software, and network issues.
• Excellent leadership and communication skills, with the ability to motivate and inspire team members.
• Solid understanding of ITIL framework and helpdesk best practices.
• Experience with helpdesk ticketing systems (e.g., ServiceNow, Fresh service) and remote support tools.
• Ability to work under pressure and handle multiple priorities effectively.
• IT certifications (e.g., ITIL, CompTIA A , Microsoft Certified Professional) are a plus.
• Must possess a valid Driver’s License.
• Proficient in speaking, reading and writing the English language.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Experience:

• helpdesk management: 3 years (Required)

Ability to Relocate:

• Kalamazoo, MI: Relocate before starting work (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person