Help Desk Manager

Job Description

Salaried position: 60k-70k (based on experience)

Food Lovers Unite!

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!

What’s in store?

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

Ready to spice up your job and grow with us? Apply now and let’s create the perfect pear together!

• 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, prioritised, 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.

• 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.

• 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.

• 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.

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

• 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.