Help Desk Manager - Technology Services

The Help Desk Manager is responsible for overseeing the daily operations of the County’s IT Help Desk and end-user support services. This position ensures timely resolution of technical issues for county staff, public safety partners, and external supported agencies. The Help Desk Manager leads a team of IT support technicians, establishes service standards, manages the ticketing system, and works closely with infrastructure, applications, and cybersecurity teams to deliver reliable technology services across the organization.

This role focuses on improving the end-user experience, maintaining service level expectations, and ensuring that technology issues impacting county operations are resolved efficiently.

Help Desk Operations

1. Manage daily operations of the IT Help Desk and end-user support services.
2. Oversee intake, prioritization, assignment, and resolution of service requests and incidents. 
3. Maintain and optimize the IT service management (ITSM) ticketing system.
4. Develop and enforce Service Level Agreements (SLAs) and service standards.
5. Monitor ticket queues to ensure timely response and resolution.

Supervision

1. Supervise and mentor Help Desk Technicians and support staff.
2. Conduct employee training, performance evaluations, and scheduling.
3. Provide escalation support for complex technical issues.
4. Ensure adequate staffing and on-call coverage when required.

Customer Support and Service Delivery

1. Serve as the primary escalation point for unresolved support issues.
2. Ensure consistent and professional customer service across all IT support interactions.
3. Work with departments to identify recurring technical issues and implement solutions.
4. Maintain strong communication with county departments and public safety partners.

Technology Support Management

1. Oversee support for desktop computers, laptops, mobile devices, printers, and peripheral equipment.
2. Coordinate workstation deployment, software installations, and technology refresh cycles.
3. Maintain support procedures for Microsoft 365, line-of-business applications, and endpoint systems.
4. Assist with asset inventory and lifecycle management.

Process Improvement

1. Develop and maintain Help Desk policies, procedures, and documentation.
2. Analyze ticket trends and system performance to identify areas for improvement.
3. Implement automation, self-service tools, and knowledge base solutions.
4. Recommend service improvements and technology upgrades.

Coordination with IT Teams

1. Collaborate with cybersecurity, network, systems, GIS, and application teams on incident response and system support.
2. Assist with major incident management and outage communications.
3. Support IT projects involving workstation deployments, upgrades, and new technology rollouts.

Reporting and Metrics

1. Track and report key performance metrics including ticket volume, response times, and resolution rates.
2. Provide regular reports to IT leadership on service performance.
3. Monitor customer satisfaction and quality support.

This may not be inclusive of the total scope of job functions to be performed.  Subject to other duties as assigned. 

Minimum Qualifications

• Bachelor’s degree in information technology, computer science, information systems, or related field.
• Relevant experience may be substituted for education.
• 5+ years of IT support or help desk experience.
• 2+ years of supervisory or team lead experience preferred.
• Experience supporting enterprise or government IT environments preferred.
• Must possess and maintain a valid Michigan driver’s license.

Preferred Certifications 

• ITIL Foundation
• CompTIA A+
• CompTIA Network+
• Microsoft certifications or equivalent technical certifications

Knowledge, Skills, and Abilities

• Strong understanding of IT service management (ITSM) practices.
• Knowledge of Windows operating systems, Microsoft 365, endpoint management, and enterprise desktop environments.
• Ability to manage and prioritize multiple support requests in a fast-paced environment.
• Strong leadership, mentoring, and team management skills.
• Excellent communication and customer service abilities.
• Ability to analyze technical issues and coordinate resolutions across IT teams.
• Experience with ticketing systems, remote support tools, and knowledge management systems.

Working Conditions

• Primarily office environment with occasional travel between county facilities.
• Ability to lift and move computer equipment up to 50 pounds.
• Occasional after-hours work may be required for system maintenance or emergency support.

Selection Process:  An interview; as part of the hiring process, all offers of employment are conditional upon the completion of successful background screening.