CFS · 9 hours ago
IT Help Desk Manager
Grand Rapids, MI
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $125K/yr
3+ years expCFS is seeking a Help Desk Manager to lead day-to-day IT support operations and deliver high-quality technical service to internal users. This role involves overseeing a Help Desk team, managing workflows, and collaborating with IT leadership to improve service delivery.
Human ResourcesStaffing Agency
Hiring Manager
Nolan Balkema
Responsibilities
Lead and develop a Help Desk team delivering timely, professional technical support
Act as an escalation point for complex or high-impact issues, providing hands-on technical guidance as needed
Own Help Desk workflows, ticket prioritization, and service standards to ensure consistent user experience
Manage and optimize the IT ticketing system, ensuring accurate documentation and trend analysis
Establish and enforce endpoint management and software deployment standards
Develop and maintain clear IT documentation, procedures, and troubleshooting guides
Monitor service metrics and performance indicators to identify improvement opportunities
Collaborate with IT leadership and cross-functional teams to improve service delivery and support new initiatives
Support end-user technology training, onboarding, and adoption efforts
Ensure compliance with security, confidentiality, and technology policies
Contribute to IT projects including system integrations, process improvements, and asset management initiatives
Qualification
Required
Lead and develop a Help Desk team delivering timely, professional technical support
Act as an escalation point for complex or high-impact issues, providing hands-on technical guidance as needed
Own Help Desk workflows, ticket prioritization, and service standards to ensure consistent user experience
Manage and optimize the IT ticketing system, ensuring accurate documentation and trend analysis
Establish and enforce endpoint management and software deployment standards
Develop and maintain clear IT documentation, procedures, and troubleshooting guides
Monitor service metrics and performance indicators to identify improvement opportunities
Collaborate with IT leadership and cross-functional teams to improve service delivery and support new initiatives
Support end-user technology training, onboarding, and adoption efforts
Ensure compliance with security, confidentiality, and technology policies
Contribute to IT projects including system integrations, process improvements, and asset management initiatives
Preferred
Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
3–5 years of experience managing a Help Desk or IT support team
Strong hands-on technical background; not solely a people-management role
Experience with ITSM and ticketing platforms (Freshservice or similar)
Working knowledge of Microsoft Windows, Office 365, Active Directory, Intune, and endpoint management tools
Proven ability to lead, coach, and hold technical staff accountable
Strong communication skills with the ability to translate technical issues for non-technical users
Organized, detail-oriented, and comfortable operating in a fast-paced environment
Benefits
Unlimited PTO
401k w/match
Discretionary year-end bonus
Comprehensive health coverage
Additional employee discounts
Company
CFS
Founded by CPA firms in 1994, Creative Financial Staffing has spent over 30 years helping job seekers and employers succeed.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Casey
CEO, Founder
Company data provided by crunchbase