Support Desk Manager - IT Service Excellence Lead

Grand Rapids Community College; Grand Rapids (MI); On-site; USD 69,000 - 84,000; Full time

Benefits offered by this job

Health insurance options

Generous vacation time

Wellness program

Career development opportunities

Retirement plans

Job summary

Grand Rapids Community College is seeking a Support Desk Manager to lead the IT Support Desk, ensuring high-quality customer-focused service for faculty, staff, and students across the campus. You will drive incident management, knowledge management, and continuous improvement initiatives while coordinating with IT teams and campus partners.

The role requires a Bachelor's degree in a relevant field and ITIL/ITSM experience, with opportunities to grow professional staff and optimize service

Qualifications

• Bachelor's degree in a relevant field required; ITIL/ITSM certification preferred.
• Strong knowledge of IT service delivery and ITSM practices including incident, request, knowledge, and problem management.
• Experience leading a support desk team and coordinating staff including student employees.

Responsibilities

• Plan, organize, and oversee daily operations of the IT Support Desk.
• Lead recruitment, onboarding, training, scheduling, and performance management of staff.
• Monitor service performance, gather customer feedback, and report on trends for improvement.
• Lead continuous improvement initiatives to enhance service quality and efficiency.
• Develop and enforce Support Desk procedures, knowledge articles, and documentation.
• Coordinate escalation and resolution with technical teams and campus stakeholders.

Skills

Leadership

ITIL/ITSM knowledge

Customer service

Data analysis

Organization

Continuous improvement

Communication

Decision making

Discretion

Education

Bachelor's degree in Computer Information Systems

ITIL/ITSM certification (preferred)

Job description

Grand Rapids Community College is seeking a Support Desk Manager to lead the IT Support Desk, ensuring high-quality customer-focused service for faculty, staff, and students across the campus. You will drive incident management, knowledge management, and continuous improvement initiatives while coordinating with IT teams and campus partners.

The role requires a Bachelor's degree in a relevant field and ITIL/ITSM experience, with opportunities to grow professional staff and optimize service