Help Desk Manager
Job Description
Job Description
We are looking for a dynamic Help Desk Manager to oversee IT support operations within a fast-paced, 24/7 automotive environment in Taylor, Michigan. This role is crucial in ensuring the stability and reliability of production-critical systems, managing shift coverage, and fostering a high-performing support team. The ideal candidate will bring strong leadership skills, a hands-on approach, and a commitment to operational excellence.
Responsibilities:• Lead daily IT support operations to ensure 24/7 coverage and system stability.
• Respond promptly to production-critical issues and oversee resolution processes.
• Monitor and troubleshoot network performance, connectivity issues, and Wi-Fi functionality to maintain uptime.
• Enforce network security practices, including access control, password policies, and patch management.
• Act as the primary escalation point for system issues impacting production operations.
• Coordinate incident response, root cause analysis, and track resolution outcomes.
• Develop and maintain comprehensive documentation for troubleshooting procedures and recurring issues.
• Manage and schedule IT support teams to ensure adequate coverage for all shifts.
• Coach, mentor, and evaluate the performance of IT support staff.
• Implement and enforce IT support processes, including ticketing systems, SLAs, and escalation protocols.• At least 5 years of experience in IT support within manufacturing, automotive, or warehousing environments.
• Proven track record in managing IT operations for 24/7 production environments.
• Strong leadership experience with the ability to manage and develop teams.
• Excellent troubleshooting and incident management capabilities.
• Proficiency in using ticketing systems to manage and resolve IT issues.
• Familiarity with Active Directory, ITSM, and service desk management.
• Solid understanding of network security practices and system monitoring.
• Effective communication skills to collaborate with internal teams and external partners.
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