Confidential Careers · 4 days ago
Help Desk Assistant Manager
Detroit Metro
Full-time
Onsite
Mid, Senior Level
$70K/yr - $90K/yr
3+ years expConfidential Careers is seeking a Help Desk Assistant Manager to support the daily operations of the IT Help Desk team. This role involves overseeing technical issue resolution, mentoring staff, and collaborating with various departments to enhance user support.
Human ResourcesRecruiting
Responsibilities
Assist the Help Desk Manager in overseeing daily operations of the Help Desk team
Supervise and mentor Help Desk Technicians to ensure high-quality support and customer service
Manage ticket queues to ensure timely response and resolution of technical issues
Act as an escalation point for complex or unresolved issues
Monitor and analyze Help Desk performance metrics, providing reports and recommendations
Assist in training, onboarding, and performance evaluations of Help Desk staff
Collaborate with IT leadership to develop and enforce Help Desk policies, procedures, and best practices
Support deployment and maintenance of hardware, software, and enterprise systems
Coordinate with other IT teams (networking, systems, cybersecurity) on cross-functional issues and projects
Participate in after-hours support rotations as needed
Qualification
Required
Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
3+ years of experience in an IT support/help desk role
Proficiency in Windows OS, Office 365, Active Directory, and common enterprise tools
Familiarity with ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk)
Knowledge of networking fundamentals, printers, and remote support tools
Experience with imaging, hardware troubleshooting, and mobile device management
Strong communication and interpersonal skills
Ability to prioritize and multitask in a fast-paced environment
Leadership ability with a focus on mentoring and developing team members
Problem-solving mindset and attention to detail
Preferred
1–2 years in a supervisory or team lead role preferred
Benefits
Competitive salary and benefits package
Medical, dental, vision, and 401k
Paid time off
Company
Confidential Careers
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2-10 employees
Funding
Current Stage
Early StageLeadership Team
E
Edwin Xiao
Chief Revenue Officer
Company data provided by crunchbase