What are the responsibilities and job description for the Help Desk Manager position at Spartan Capital Group?
Job Description
Job Description
IT Help Desk Manager
Location : Kalamazoo, MI
Employment Type : Full-time | On-site
Salary : $75K - $85K per year
Travel Requirement : 25%
About the Role
A well-established company in Kalamazoo is seeking a IT Help Desk Manager to lead its IT support team. This role requires strong technical expertise, leadership skills, and a focus on process improvement. The ideal candidate will have experience managing helpdesk operations, ensuring timely support, and optimizing IT service delivery in a fast-paced environment.
Key Responsibilities Leadership & Team Management
Hire, train, and mentor IT helpdesk technicians.
Prioritize and delegate support tickets and projects efficiently.
Conduct performance evaluations, provide feedback, and handle disciplinary actions when necessary.
Technical Proficiency
Troubleshoot network, hardware, and software issues.
Manage access controls and security policies.
Utilize helpdesk ticketing systems (e.g., ServiceNow) to track and resolve IT incidents.
Oversee IT asset management, including inventory tracking, software licensing, and hardware maintenance.
Preferred but not required : ITIL, CompTIA A , or Microsoft certifications.
Process & Compliance
Manage employee onboarding / offboarding (account provisioning, hardware / software setup).
Ensure compliance with security policies and regulatory requirements.
Monitor helpdesk performance metrics and implement process improvements.
Work Requirements & Logistics
Experience : 3 years of helpdesk management experience, preferably in a fast-paced industry such as healthcare.
Travel : 25% travel required.
Other : Valid driver’s license required.
Equal Employment Opportunity Statement
The hiring company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
Salary : $75,000 - $85,000
