Information Technology Help Desk Manager

Information Technology Help Desk Manager

Information Technology / Managed Services

This role is responsible for managing JDInet's Help Desk operations while providing responsive technical support to clients and internal users. The Help Desk Services Manager oversees ticket management, coordinates field service scheduling, troubleshoots Level 1 and Level 2 technical issues, and supports Microsoft 365, Windows environments, and client IT systems. The position also focuses on maintaining strong client relationships through clear communication, proactive system monitoring, and collaboration with the technical team to ensure efficient, reliable service delivery.

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

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

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

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

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

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

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

Medical insurance, Vision insurance, Dental insurance, 401(k), Disability insurance

• 2+ years of work experience with 2nd Line IT Support
• 3+ years of work experience with Help Desk Support
• 4+ years of experience in Information Technology
• 4+ years of work experience with Windows

JDInet is a managed IT services provider supporting small to mid-sized businesses with reliable, responsive technical solutions. The company focuses on maintaining stable environments, resolving issues quickly, and building long-term client relationships through consistent service delivery. The team operates with a high level of accountability and ownership, emphasizing practical problem-solving and operational efficiency.