Help Desk Manager

Robert Half

Kalamazoo, MI 49009

Posted 1 month ago

Job Description

Ref ID: 02220-0011341237

Classification: Help Desk Manager

Compensation: $75000.00 to $85000.00 yearly

Robert Half Technology is searching for a Help Desk Manager to oversee all customer initiated requests, incidents and problems per defined processes and SLAs, for a Kalamazoo company. This Help Desk Manager will be managing request triage, escalations, monitoring, and root cause analysis through request completion/closure plus manage the CX team to include performance evaluations, training, coaching, and mentoring team members based on best practice standards. Includes building and maintaining training materials. Develop strategic and tactical quarterly goals for the CX team. Includes defining, implementing, and measuring CX team KPIs and reporting results/trends to the Leadership team. This Help Desk Manager will define, implement, and maintain CX team best practice procedures based on ITIL service provider standards and maintaining an effective and workable framework for managing and improving customer support. Additionally, managing the process for handling and communicating service outage/emergency situations. As the Help Desk Manager, you will also manage the customer experience, defining and maintaining best practice customer service standards and monitoring customer satisfaction surveys.

For immediate consideration please email your resume to

Job Requirements:
Direct Supervision experience is required. Must have experience with Application Support, SQL, KPI Reporting, and Leadership.

Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.

From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNEs Most Admired Companies list every year since 1998.

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Contact your local Robert Half Technology office at 888.490.4429 or visit to apply for this job now or find out more about other job opportunities.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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