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Help Desk Manager Jobs in Novi, MI (NOW HIRING)

Detroit IT

Service Desk Manager

Birmingham, MI

... help business' run efficiently. Detroit IT is looking for a Service Desk Manager to assume ... responsibility for the overall performance of the Service Desk and ensure maximum productivity of ...

Collabera

Help Desk Support

Ann Arbor, MI

$17 - $22/hr

... Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. Collabera recognizes true ...

Jackson Dawson

Desktop Support Technician II

Dearborn, MI · On-site

$27 - $32/hr

Spot recurring patterns and recommend process or tooling improvements to the IT Administration & Help Desk Manager. Device Imaging, Provisioning & Lifecycle * Own the end-to-end imaging and ...

New

Fairmont

Front Desk Agent

Detroit, MI · On-site

$60K - $65K/yr

Front Desk Manager, Job Type: Full-time Summary The Front Desk Agent is often the first point of ... Basic computer skills; experience with reservation / property management systems helpful Additional ...

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All JobsHelp Desk JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Novi, MI

Help Desk Manager information

See Novi, MI salary details

$35.2K

$78.6K

$116.8K

How much do help desk manager jobs pay per year?

As of Aug 22, 2026, the average yearly pay for help desk manager in Novi, MI is $78,603.00, according to ZipRecruiter salary data. Most workers in this role earn between $61,900.00 and $93,800.00 per year, depending on experience, location, and employer.

What does a help desk manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What does a help desk manager do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a help desk manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.

How does a help desk manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

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

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

More about Help Desk Manager jobs

What are the most commonly searched types of Help Desk jobs in Novi, MI?

The most popular types of Help Desk jobs in Novi, MI are:

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The top searched job categories for Help Desk Manager jobs in Novi, MI are:

What cities near Novi, MI are hiring for Help Desk Manager jobs?

Cities near Novi, MI with the most Help Desk Manager job openings:

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Novi, MI as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 27% Part Time, and 4% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $78,603 per year, or $37.8 per hour.

Service Desk Manager

Detroit IT

Birmingham, MI

Full-time

Re-posted 9 days ago

Job description

Company Description

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.

Job Description

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources.


Job Responsibilities:

  • Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Ensure compliance with key partner's technical certification requirements.
  • Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate.
    Ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
  • Review and resolve customer complaints, and evaluate the need for preventative measures.
  • Guarantee the necessary resources and tools are available for quality customer service delivery.
  • Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.
Qualifications


  • Bachelor's Degree in Information Technology or a related field from a recognized university, preferred.
  • Self-Motivated, with a passion for IT and excellent customer service.
  • At least two recognized industry certifications, preferred.
  • Experience of at least four years in a service desk or helpdesk environment and at least 2 in management.
  • Strong verbal and written communication skills.
  • Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
  • Experience in managing a team to accomplish common goals.
  • Experience in gathering insights data from multiple sources and making informed decisions where necessary.
  • Ability to meet deadlines and be held accountable.
  • Organized, thorough, and able to produce detailed documentation as necessary.
Additional Information

Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan. 

A casual and fun work environment.

Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.


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