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Help Desk Lead Jobs in Michigan (NOW HIRING)

Sharecare

Lead Customer Service Rep

Lansing, MI · On-site

Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.?? * Researching, responding, and providing a resolution, within the appropriate timeframe, to ...

Sentinel Technologies

IT Manager

Traverse City, MI · On-site

$87K - $107K/yr

... staff, including Help Desk and Systems Administration personnel • Serve as the primary escalation point for complex technical and operational issues • Lead technology planning, roadmap ...

CFS

IT Systems Engineer

Grand Rapids, MI

$90K - $120K/yr

Mentor and develop Help Desk and Senior Help Desk Technicians * Lead customer onboarding and offboarding processes, ensuring high‑quality service delivery * Provide advanced troubleshooting and ...

Overhaul LLC

Customer Support Liaison

Ann Arbor, MI · On-site

Job Summary Help support the Overhaul Help Desk, being a direct liaison with customers. In addition ... Support Customer Facing Lead to drive production adoption and value creation within responsible ...

Adna Technologies

Level II Helpdesk Technician

Lansing, MI · On-site

$20.25 - $27.25/hr

... we help businesses stay connected in every possible sense. So, What does a Level 2 Support ... You will lead by example, creating technical procedures and accurately documenting the performed ...

Adna Technologies

Level II Helpdesk Technician

Lansing, MI

$20.25 - $27.25/hr

... help businesses stay connected in everypossible sense. So,Whatdoes a Level 2 Support Technician Do ... You will lead by example, creating technical procedures and accurately documenting the performed ...

CFS

IT Manager

Grand Rapids, MI · Remote

$110K - $130K/yr

Responsibilities of the IT Manager: * Lead, coach, and develop the IT team. * Oversee daily IT operations, including help desk support, hardware, software, systems, and network management. * Ensure ...

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All JobsHelp Desk Lead JobsHelp Desk Lead Jobs in Michigan

Help Desk Lead information

See Michigan salary details

$18.7K

$55K

$103.3K

How much do help desk lead jobs pay per year?

As of Aug 15, 2026, the average yearly pay for help desk lead in Michigan is $55,023.00, according to ZipRecruiter salary data. Most workers in this role earn between $35,700.00 and $68,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Help Desk Lead, and why are they important?

To thrive as a Help Desk Lead, you need a solid background in IT troubleshooting, customer support, and leadership, often supported by an associate or bachelor’s degree in information technology or a related field. Familiarity with ticketing systems like ServiceNow or Zendesk, as well as certifications such as CompTIA A+ or ITIL, is typically required. Excellent communication, problem-solving abilities, and team management skills help you mentor staff and resolve complex issues efficiently. These competencies ensure smooth IT operations, high customer satisfaction, and effective team performance in a fast-paced environment.

What does a Help Desk Lead do?

A Help Desk Lead oversees the daily operations of a help desk team, ensuring that support requests are handled efficiently and customer satisfaction is maintained. They are responsible for managing and mentoring help desk staff, monitoring ticket queues, and providing technical guidance when needed. Additionally, Help Desk Leads often coordinate with other IT departments to resolve complex issues and implement process improvements. Their role is crucial in maintaining high service standards and supporting organizational technology needs.

What is the difference between Help Desk Lead vs Help Desk Technician?

AspectHelp Desk LeadHelp Desk Technician
CertificationsCompTIA A+, ITIL, leadership certificationsCompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises team, manages escalationsProvides technical support to end-users
ResponsibilitiesTeam coordination, process improvementIssue troubleshooting, user support

The Help Desk Lead typically oversees support teams, manages escalations, and improves support processes, requiring leadership skills and certifications. The Help Desk Technician focuses on resolving technical issues directly for users, with a primary emphasis on troubleshooting. Both roles are essential in IT support, but the Lead has a supervisory role, while the Technician is more hands-on with technical tasks.

How does a Help Desk Lead typically collaborate with other IT teams to resolve complex technical issues?

A Help Desk Lead plays a crucial role in bridging the gap between the help desk team and other specialized IT departments, such as network administration or software development. When complex technical issues arise, the Help Desk Lead is responsible for escalating tickets, providing detailed documentation, and facilitating communication to ensure efficient resolution. They often coordinate meetings, delegate tasks, and follow up on progress, ensuring that end users receive timely support while also helping their team learn from these escalated scenarios. This collaborative approach not only resolves issues effectively but also fosters continuous skill development within the help desk team.

What are popular job titles related to Help Desk Lead jobs in Michigan?

For Help Desk Lead jobs in Michigan, the most frequently searched job titles are:

What job categories do people searching Help Desk Lead jobs in Michigan look for?

The top searched job categories for Help Desk Lead jobs in Michigan are:

Help Desk Lead jobs near you
Infographic showing various Help Desk Lead job openings in Michigan as of July 2026, with employment types broken down into 1% As Needed, 80% Full Time, 17% Part Time, and 2% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $55,023 per year, or $26.5 per hour.

Team Lead / Support Lead IT Managed Services Help Desk

Stafford Gray

Detroit, MI • On-site

Contractor

Re-posted 14 days ago

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