Help Desk Assistant Manager

Base pay range

$70,000.00/yr - $90,000.00/yr

The Help Desk Assistant Manager will support the daily operations of the IT Help Desk team, ensuring timely and effective resolution of technical issues across the organization. This role requires strong technical knowledge, leadership skills, and the ability to collaborate with multiple departments to support users at various levels. The Assistant Manager will serve as a key escalation point and help drive continuous improvement initiatives within the support environment.

• 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.

Education & Experience:

• 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.
• 1–2 years in a supervisory or team lead role preferred.

Technical

Skills:

• Proficiency in Windows OS, Office 365, Active Directory, and common enterprise tools.
• Familiarity with ticketing systems (e.g., Service Now, Freshdesk, Zendesk).
• Knowledge of networking fundamentals, printers, and remote support tools.
• Experience with imaging, hardware troubleshooting, and mobile device management.

Soft Skills:

• 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.

• Fully on‑site role based in metro Detroit.
• May require occasional evening or weekend work to support system upgrades or emergency issues.

• Competitive salary and benefits package
• Opportunities for professional growth and advancement
• Medical, dental, vision, and 401k
• Paid time off

Associate

Full‑time

Information Technology

Staffing and Recruiting