Information Technology Help Desk Manager

Key Responsibilities

• Help Desk Services Manager

  • 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

• Technical Troubleshooting & Resolution

  • 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

• Systems Maintenance & Administration

  • 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

• Client Interaction & Relationship Support

  • 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

• Team Collaboration & Process Adherence

  • 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

Qualifications

• 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

Preferred 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

Pay range and compensation package

• 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

Featured benefits

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

Requirements added by the job poster

• 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