Service Desk Manager | Lead IT Support & ITIL Expert

Trusted Fraternal Life; Port Huron (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Generous vacation & holidays

Short & long-term disability coverage

401(K) plan with enhanced match

Health savings account

Fitness equipment subsidy

On-site fitness center

Free on-site parking

Job summary

A national insurance company is seeking a Service Desk Support Manager in Port Huron, MI, to oversee the technical support team and ensure high customer satisfaction. This role requires expertise in IT service desk operations and excellent leadership skills. The manager will be responsible for troubleshooting hardware and software issues, managing service desk policies, and providing in-depth training to the team. A strong background in ITIL frameworks and analytical skills are essential for this position.

Qualifications

• Post-Secondary Degree in Information Systems or equivalent experience in related field.
• 7+ years in information technology operations preferred.
• Experience managing IT service desk operations preferred.

Responsibilities

• Oversees and manages the Support Technician team.
• Implements service desk policies and procedures.
• Responds to complex client support queries and provides expert-level support.

Skills

IT Asset Management (ITAM)

IT Service Management (ITSM)

IT Infrastructure Library (ITIL)

Problem-solving

Teamwork

Analytical skills

Communication skills

Education

Post-Secondary Degree in Information Systems

Tools

Service desk software

Remote access tools

ITSM platforms

Job description

A national insurance company is seeking a Service Desk Support Manager in Port Huron, MI, to oversee the technical support team and ensure high customer satisfaction. This role requires expertise in IT service desk operations and excellent leadership skills. The manager will be responsible for troubleshooting hardware and software issues, managing service desk policies, and providing in-depth training to the team. A strong background in ITIL frameworks and analytical skills are essential for this position.