A Kforce client in Grand Rapids, MI is is looking to add a Help Desk Manager to their team. Summary:This is a great opportunity to join a growing company and help lead an already strong and growing help desk team. This position is onsite, 5 days per week.Responsibilities:

　　Oversees and manages the Service Desk/Help Desk team

　　Assists in identifying trends in support requests and recommends opportunities for service improvements

　　Helps schedule, organize, and assign tasks to members of the technical teams

　　Along with other department heads, helps hire and train organization staff

　　Conducts performance evaluations that are timely and constructive for direct reports

　　Handles discipline and termination of employees as needed per company policy

　　Measures utilization across the service team

　　Works closely with the sales team to communicate and resolve significant or re-occurring service issues

　　Identifies opportunities for service delivery improvement and effectively implements changes

　　Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

　　Assist with administering the remote monitoring and management system to ensure consistency and accurate reporting of client devices

　　Reviews all Customer Satisfaction Scores, shares positive experiences with the team, and resolves negative experiences through direct contact with the client

　　4 years of Team Lead/Management/MSP experience

　　Subject matter expert in the use of the MSP tools

　　Effectively leads and manages staff by communicating clearly

　　Possess business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

　　Excellent communication skills related to Customer Service

　　A strong focus on balancing customers' needs with adherence to operational processes

　　Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan

　　Strong analytical and technical problem-solving skills

　　Ability to multi-task and adapt to changes quickly

　　Ability to grasp technical concepts quickly and explain them to others

　　The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

　　We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

　　Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

　　This job is not eligible for bonuses, incentives or commissions.

　　Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

　　Compensation Type:YearsMinimum Compensation:90000.00Maximum Compensation:120000.00