Information Technology Help Desk Manager in Grand Rapids
Role details
Job location
Tech stack
Job description
-
Help Desk Services Manager
-
Provide Help Desk management and operational support to users across the JDInet service area including local users in the Grand Rapids and remote users in the Minneapolis area
-
Ownership and operational responsibility of the Help Desk environment and related client environments
-
Provide coordination and scheduling services for all field staff in the organization
-
Maintain clear, professional communication with employees and clients throughout issue resolution
-
Escalate complex or high-risk issues appropriately to appropriate technical resources
-
Technical Troubleshooting & Resolution
-
Diagnose and resolve Level 1/2 support issues across user environments with minimal oversight
-
Manage and prioritize assigned service tickets independently
-
Troubleshoot and resolve issues across:
-
Various service provider back end and customer facing systems
-
Windows endpoints and user environments
-
Microsoft 365 (user management, email, permissions, basic administration)
-
Common business applications and systems
-
Take ownership of issues through full resolution, not just initial response
-
Apply structured problem-solving and root cause thinking where appropriate
-
Systems Maintenance & Administration
-
Support and maintain client IT environments including:
-
Microsoft 365 tenants
-
Endpoint devices and configurations
-
Basic networking components
-
Perform routine maintenance, updates, and system checks
-
Utilize RMM and monitoring tools to proactively identify and address issues
-
Client Interaction & Relationship Support
-
Build strong working relationships through reliable and consistent service
-
Communicate technical issues in a clear, user-friendly manner
-
Identify potential improvements or risks within client environments and communicate internally
-
Team Collaboration & Process Adherence
-
Work within JDInet helpdesk structure while maintaining ownership of assigned work
-
Coordinate with the IT Operations Manager and other technical resources as needed
-
Follow established processes for ticketing, documentation, and service delivery
-
Participate in ongoing training and cross-training on systems and tools
Requirements
- ~4-7+ years of experience in IT support or MSP environments
- Help Desk supervision and/or related systems management
- Strong troubleshooting skills across Windows-based systems and user environments
- Experience supporting Microsoft 365 (user admin, email, permissions, basic tenant tasks)
- Ability to independently manage workload and prioritize tasks effectively
- Proven ability to resolve technical issues without step-by-step guidance
- Strong communication and customer service skills, * Experience with partner account management, subscription provider platforms, and billing processes to align technical and management platforms
- Experience in a Managed Service Provider (MSP) environment
- Familiarity with PSA tools (e.g., Autotask or similar)
- Experience with RMM tools and endpoint management platforms
- Basic networking knowledge (routing, switching, troubleshooting)
- Experience with backup, security, and monitoring solutions
- CompTIA Certifications of various levels are helpful but not required
- Autotask and Quickbooks experience helpful but also not required
Benefits & conditions
- Competitive salary range of $55-$75k aligned with a strong Level 1/2 MSP technician role and related additional experiences
- Reflective of experience, independence, and technical capability
- PTO, 401k, bonus, full benefits package available