Help Desk Manager

Help Desk Operations & Leadership

• Lead daily Help Desk operations, including prioritizing and assigning support requests.
• Manage staff schedules and on-call coverage, including off-hours emergency support.
• Ensure all incidents and service requests are properly logged, prioritized, tracked, and resolved or escalated in accordance with SLAs.
• Monitor performance metrics and ensure service level compliance.
• Provide leadership, coaching, and guidance to Help Desk team members.

IT Equipment & Infrastructure Support

• Manage workstations, POS lanes, and printers, including inventory control, maintenance, and new deployments. Other IT assets under Help Desk management include retail scales, scanning guns, tablets, desk phones, and other similar devices.
• Maintain accurate asset tracking and lifecycle management of IT equipment.
• Maintain consistent inventory levels for Help Desk-supported hardware and supplies.
• Identify cost-effective purchasing options and support IT budget management.

Systems & Infrastructure Support

• Provide support to the Systems Administrator and Infrastructure Director as needed.
• Support security camera systems in partnership with Loss Prevention, ensuring system uptime and coordinating enhancements or changes.

Projects & Continuous Improvement

• Participate in and support IT projects, including research, planning, and implementation.
• Contribute ideas and recommendations to improve operational efficiency, system reliability, and guest experience.
• Anticipate issues, implement preventative measures, and adapt processes to improve outcomes.

Professional Development & Collaboration

• Maintain professional and technical knowledge through training, certifications, industry publications, and networking.
• Build and maintain strong working relationships with associates, vendors, and guests.

Organizational Alignment

• Consistently follow Busch’s policies and procedures.
• Demonstrate passion for Busch’s products and services by staying informed and sharing knowledge with others.
• Execute responsibilities with operational integrity and professionalism.

Administrative Skills, Asset Management, Budget Management, Coaching, Computer Workstations, Continuous Improvement, Establish Priorities, Hardware Administration, Help Desk, IT Service Management (ITSM), Industry/Trade Press, Inventory Levels, Inventory Management, Leadership, Loss Prevention, Maintain Compliance, Maintenance Services, Management of Information Systems/Technology (MIS), On Call, Operational Improvement, Operational Strategy, Operations, People Management, Performance Analysis, Performance Metrics, Printers, Process Improvement, Purchasing/Procurement, Retail, Schedule Development, Service Level Agreement (SLA), Systems Administration/Management, Systems Reliability, Technical Support, Tuition Reimbursement, Vendor/Supplier Relations

Busch’s is HIRING and we want you! Love food, fun, and fabulous people? Join our family-owned Michigan team and cook up a career full of flavor!

Wage: Salary- $60-$75k (annually)

What’s in store?

• Flexible schedules
• Employee discounts
• 401K with company match
• Tuition reimbursement
• Daily Pay available