IT Service Desk Manager

Job Overview

This position will be responsible for managing and operating the company’s help desk. This will require ensuring the timely resolution tickets as they come into the IT service desk by assigning tasks to other junior members of the IT department and interacting directly with internal stakeholders as necessary..

Responsibilities and Duties
  • Make sure that all requests into the service desk meet the SLAs for “first response” and “final resolution”
  • Design, develop, and implement Information Technology (IT) solutions to various business, project, and operational needs
  • Develop and maintain system standards, protocols, policies, performance metrics, and training
  • Research and recommend innovative and automated approaches for system administration tasks
  • Assist IT Director in actively managing technical debt through cross-training and project planning
  • Ensure effective provisioning, installation/configuration, operation, and maintenance of hardware, software, and related infrastructure
  • Provide general IT support: install, configure, and maintain desktops, laptops, printers, phones, and mobiles devices
  • Participate in technical research and development efforts to enable solid operations and continuing innovation within the infrastructure
  • Manage engagement of incidents and communications received through Jira ServiceDesk
  • Participate in development and execution of site IT standards, procedures, infrastructure documentation, and change management solutions
  • Provide site IT project management leadership
  • Plan and prioritize work activities, using time efficiently and effectively; develop realistic action plans with consistent stakeholder engagement
  • Participate in the development of Standard Operating Procedures (SOP’s) as required
  • Communicate with co-workers, management, outside contractors and vendors, and employees in a courteous and professional manner
  • Provide training and direction for staff on job related tasks and projects, including all areas of new and standard practices, policies, and procedures.
  • Delegate duties and projects to staff as needed or requested


  • Bachelor’s Degree in a computer or business-related field, or equivalent IT certifications required
  • At least 6 years of IT experience with not less than 2 years in IT leadership
  • Working knowledge of computers (hardware and software), wireless technologies, Office 365, Active Directory, network architectures, and Windows operating systems
  • A successful track record of designing simple, scalable solutions; troubleshooting complex problems; and effectively managing a local IT team
  • Must be highly organized and capable
Physical Requirements
  • Must be able to lift packages of 15 lbs. and move hand truck with up to 50 lbs. of boxes
  • Work is in a temperature-controlled office

Full time
Ann arbor, MI 48113, US