Help Desk Manager

Y-Tech, LLC; Battle Creek (MI); On-site; USD 80,000 - 100,000; Full time

Job summary

Y-Tech, LLC is seeking a strategic helpdesk leader in Battle Creek, MI, to orchestrate comprehensive support services for the Electronic Contract Writing Module and DoD contracting systems. The ideal candidate must have a Bachelor's degree and five years of relevant experience in computer hardware and software systems.

Expertise in ITIL v4 methodologies, crisis management, and proven leadership skills are essential. This role also requires a strong understanding of tools like ServiceNow, JIRA, and cloud platforms such as AWS and Azure.

Qualifications

• Five years of relevant experience in helpdesk operations and technical support.
• Strong experience with computer hardware and software systems.
• Possess IT-II Non-Critical Sensitive security clearance or Tier 3 (T3).

Responsibilities

• Orchestrate comprehensive support services for DoD contracting systems.
• Implement workforce planning and professional development programs.
• Drive data-driven enhancements to improve customer satisfaction.

Skills

ITIL v4 framework knowledge

ServiceNow

JIRA Service Management

Lean methodologies

Six Sigma methodologies

Crisis management skills

Stakeholder management

Education

Bachelor's degree

Tools

Appian

Microsoft stacks

AWS

Azure

Job description

This role represents an ideal fusion of strategic helpdesk leadership and technical expertise, where one would orchestrate comprehensive support services for the Electronic Contract Writing Module and DoD contracting systems while maintaining exceptional service standards and driving continuous improvement.

In this capacity, one could leverage deep ITIL v4 framework knowledge and multi-tier support models to optimize incident management and problem resolution processes, utilizing advanced platforms like ServiceNow and JIRA Service Management for efficient workflow automation and knowledge management. The position would benefit from extensive technical systems understanding spanning hardware architecture, software integration, and cloud platforms including Appian, Microsoft stacks, and AWS/Azure environments, enabling effective troubleshooting across diverse technology landscapes.

Through proven leadership capabilities, this individual could build and mentor high‑performing teams while implementing robust workforce planning and professional development programs that foster service excellence. Advanced incident coordination and crisis management skills would ensure rapid response to critical issues through systematic root cause analysis and comprehensive escalation procedures that maintain operational continuity. Strong process improvement expertise would drive data‑driven enhancements using Lean and Six Sigma methodologies to optimize resolution times and customer satisfaction while developing quality assurance programs and knowledge resources. Exceptional stakeholder management abilities would facilitate positive relationships with contracting officers, program managers, and senior leadership, while knowledge of emerging technologies and cybersecurity considerations would position operations at the forefront of innovative support solutions that enhance user experience and operational effectiveness.

Minimum Requirements

1. Bachelor's degree.
2. Five (5) years relevant experience.
3. Strong experience in computer hardware and software systems.
4. Understands how programs use computer hardware.
5. Manages helpdesk operations.
6. Relevant certification from a nationally recognized technical authority.
7. Must possess IT‑II Non‑Critical Sensitive security clearance or Tier 3 (T3) at time of proposal.