Service Desk Support Manager

Trusted Fraternal Life

Port Huron (MI)

On-site

USD 70,000 - 90,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

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

Send your resume and cover letter to: hr@trustedfraternallife.org

Position: Service Desk Support Manager

Location: Port Huron, MI

Job Id: 209

# of Openings: 1

Service Desk Support Manager

Role Summary

The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction.

The Service Desk Support Manager is responsible for delivering high-quality support to business partners and clients, both in person and remotely. This role requires an in-depth understanding of computer hardware and software, enabling the diagnosis and resolution of more complex technical issues. The role may also provide in-depth training, manage system configurations, perform system upgrades, and assist with IT infrastructure maintenance. The Service Desk Support Manager ensures that all technical issues are addressed promptly and efficiently, ensuring minimal disruption to business operations.

Responsibilities

Oversees the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met.

Implements service desk policies, procedures, and best practices.
Assists with managing relationships with vendors for software or hardware support.
Monitoring and reporting on service desk performance metrics.
Audits service desk tickets to ensure adherence to standards.
Responds to and manages more complex client support queries, troubleshooting hardware, software, and network-related issues.
Provides expert-level support in person, over the phone, or via remote access, with an emphasis on resolving issues in a timely manner.
Diagnoses and troubleshoots issues with computer software, peripherals, hardware, and network systems.
Utilizes diagnostic tools and troubleshooting techniques to identify the root causes of issues, including system crashes and connectivity problems.
Provides problem-solving support and guides clients through in-depth technical solutions.
Delivers training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources.
Installs, configures, and upgrades hardware and software systems to maintain optimal performance.
Collaborates with other IT teams to escalate unresolved or high‑priority issues.
Completes support tickets, ensuring issues are tracked, documented, and resolved within set timeframes.
Develops and maintains documentation for troubleshooting procedures, software installations, and system configurations.
Participates in continuous improvement efforts to streamline support processes and enhance user experience.
Other duties as assigned.

Qualifications & Skills

Post-Secondary Degree in Information Systems or equivalent experience in related field.
7+ years working in information technology operations is preferred.
Experience with managing IT service desk operations is preferred.
Working knowledge of and hands‑on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and IT Infrastructure Library (ITIL) frameworks, including the application of best practices to support service delivery, incident management, and continuous improvement initiatives.
Analytical and problem‑solving skills; ability to troubleshoot computer problems.
Self-starter with excellent teamwork skills and an innate sense of urgency.
Proficient in service desk software, remote access tools, and ITSM platforms.
Exceptional analytical and problem‑solving abilities, with experience handling complex technical issues.
Ability to work under pressure and manage multiple priorities, ensuring timely resolution of client requests.
Strong interpersonal and communication skills, with the ability to explain technical concepts to non‑technical users.

Benefits

Our associates are Trusted Fraternal Life's most valued resource. We offer competitive salaries, objectively based on salary surveys, and a comprehensive benefit package for full-time associates. Thank you for your interest in Trusted Fraternal Life!