ZipRecruiter

Log In

1

First Call Resolution Jobs in Michigan (NOW HIRING)

TekWissen LLC

Material Handler II

Ann Arbor, MI · On-site

$18 - $20/hr

Address customer concerns, resolve issues, and aim for first-call resolution within established turnaround times * Stay current with policies, procedures, and process improvements to support ...

previous pagenext page

Showing results 21-40

All JobsFirst Call Resolution JobsFirst Call Resolution Jobs in Michigan

First Call Resolution information

What is a first call resolution?

A First Call Resolution (FCR) job focuses on resolving customer issues, questions, or concerns during their initial contact, without the need for follow-ups. Professionals in this role work in customer service or support teams, using problem-solving skills and company resources to address inquiries efficiently. The goal is to enhance customer satisfaction, improve service efficiency, and reduce operational costs. Successful FCR representatives have strong communication skills, product knowledge, and the ability to handle a variety of customer concerns effectively.

What are the key skills and qualifications needed to thrive in the first call resolution position, and why are they important?

To thrive in a First Call Resolution role, you need excellent problem-solving abilities, strong communication skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and sometimes specific industry tools is important. Exceptional soft skills such as empathy, patience, and active listening set top performers apart. These abilities are crucial to efficiently resolving customer issues on the first call, leading to increased customer satisfaction and operational efficiency.

What are the common challenges faced in a first call resolution position, and how are they typically managed?

Professionals in First Call Resolution roles often face challenges such as handling complex customer concerns, managing high call volumes, and staying updated on evolving product or service information. Effective training programs, strong team support, and knowledge bases are typically provided to help employees resolve issues efficiently. Most teams foster collaboration by encouraging agents to share solutions and escalate particularly challenging cases when needed. These strategies help maintain high customer satisfaction and support ongoing learning within the team.

What are popular job titles related to First Call Resolution jobs in Michigan?

For First Call Resolution jobs in Michigan, the most frequently searched job titles are:

What cities in Michigan are hiring for First Call Resolution jobs?

Cities in Michigan with the most First Call Resolution job openings:

First Call Resolution jobs near you
Infographic showing various First Call Resolution job openings in Michigan as of August 2026, with employment types broken down into 84% Full Time, 10% Part Time, 4% Contract, and 2% Nights. Highlights an 94% In-person, 2% Hybrid, and 4% Remote job distribution.

Team Lead / Support Lead IT Managed Services Help Desk

Stafford Gray

Detroit, MI • On-site

Other

This job post has expired today. Applications are no longer accepted.

Job description

The Team Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment. This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards. Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform. The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.

Responsibilities

Operational Leadership
Lead and supervise onsite Help Desk, desktop support, and system operations staff. Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods. Serve as the primary operational contact between WCAA Technology Services and managed service staff.

Service Delivery and Escalation Management
Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure. Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement. Ensure strict adherence to SLAs, priority definitions, and response and resolution targets.

ITSM and ServiceNow Management
Ensure all incidents and service requests are accurately documented and tracked in ServiceNow. Maintain workflows, request forms, knowledge base articles, and Tier 0 and Level 1 support scripts. Ensure consistent data quality to support reporting, audits, and service reviews.

Quality, Metrics, and Continuous Improvement
Monitor and manage service performance metrics including First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Satisfaction. Conduct ticket reviews, call monitoring, and quality audits. Support root cause analysis and continuous improvement initiatives to reduce repeat issues and improve service outcomes.

Training and Workforce Development
Support onboarding, training, and mentoring of new team members. Ensure staff maintain required technical certifications and customer service standards. Identify performance gaps and partner with management to implement improvement or corrective action plans.

Reporting and Stakeholder Coordination
Provide regular operational reporting on service performance, staffing, risks, and issues. Participate in biweekly service reviews and monthly management meetings. Coordinate daily terminal walks and system monitoring activities as required.

Requirements

Required Qualifications & Experience
  • 7–10 years of experience in IT support or Service Desk operations, including demonstrated leadership or supervisory responsibilities
  • Proven experience leading Help Desk or technical support teams in a campus-style, multisite, or enterprise environment
  • Experience supporting 24x7x365 operations, including shift coverage, holidays, and high-availability environments
Technical Requirements
  • Strong hands-on experience with:
    • Windows operating systems
    • Microsoft Office 365
    • Desktop administration and endpoint support
  • Working experience with ServiceNow or similar ITSM platforms
  • Solid understanding of ITIL-aligned processes, including:
    • Incident Management
    • Problem Management
    • Change Management
Leadership & Operational Skills
  • Ability to ensure full staffing coverage and manage schedules to meet SLA and operational requirements
  • Strong escalation management and decision-making skills
  • Excellent customer service, communication, and stakeholder coordination abilities
  • Experience acting as a primary point of contact between technical teams and business stakeholders
Preferred Qualifications
  • Relevant technical certifications such as:
    • CompTIA A+
    • Network+
    • Microsoft certifications
    • or equivalent industry credentials

Apply