Service Desk Manager

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeast Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help businesses run efficiently.

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources.

Job Responsibilities:

• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Ensure compliance with key partner’s technical certification requirements.
• Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate.
• Ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
• Review and resolve customer complaints, and evaluate the need for preventative measures.
• Guarantee the necessary resources and tools are available for quality customer service delivery.
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.

• Bachelor’s Degree in Information Technology or a related field from a recognized university, preferred.
• Self-motivated, with a passion for IT and excellent customer service.
• At least two recognized industry certifications, preferred.
• Experience of at least four years in a service desk or helpdesk environment and at least 2 in management.
• Strong verbal and written communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.
• A casual and fun work environment.
• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.