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Help Desk Supervisor Jobs in Michigan (NOW HIRING)

MalaceHR

Maintenance Supervisor

Lake Orion, MI · On-site

Prioritize and distribute Help Desk Work Orders in conjunction with MAXIMO PMs and PMRs * Monitor ... Provide supervisory coverage for Housekeeping staff as necessary * Supervise outside contractors ...

Comfort Inn of Utica

Front Desk Manager

Utica, MI · On-site

$36K - $38K/yr

Help maintain productivity levels at or above budgeted standards. * Run room status reports and ... Previous supervisory responsibility. Benefits: * Blue Cross Medical & Prescription Coverage.

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All JobsHelp Desk Supervisor JobsHelp Desk Supervisor Jobs in Michigan

Help Desk Supervisor information

See Michigan salary details

$32.7K

$73K

$108.5K

How much do help desk supervisor jobs pay per year?

As of Sep 6, 2026, the average yearly pay for help desk supervisor in Michigan is $73,023.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,500.00 and $87,200.00 per year, depending on experience, location, and employer.

What does a help desk supervisor do?

A Help Desk Supervisor oversees the daily operations of a help desk team, ensuring that technical support requests from users are resolved efficiently and effectively. They manage staff schedules, provide training and guidance to team members, and monitor performance metrics to maintain high service standards. Additionally, Help Desk Supervisors handle escalated issues, implement support procedures, and communicate with other departments to improve IT support processes. Their role is crucial in maintaining user satisfaction and ensuring that IT systems run smoothly.

What are the key skills and qualifications needed to thrive as a help desk supervisor?

To thrive as a Help Desk Supervisor, you need strong technical troubleshooting skills, experience with IT support processes, and typically a background in computer science or a related field. Familiarity with ticketing systems like ServiceNow or Zendesk, as well as certifications such as CompTIA A+ or ITIL, are highly valued. Leadership, conflict resolution, and excellent communication skills help you manage teams and ensure top-tier customer service. These competencies are crucial for maintaining efficient IT support operations and fostering a productive, customer-focused team environment.

What are some of the common challenges a help desk supervisor faces when managing a support team?

A Help Desk Supervisor often encounters challenges such as balancing workload distribution among team members, maintaining high levels of customer satisfaction, and ensuring timely resolution of tickets. Managing a diverse team with varying skill sets and experience can require strong communication and training skills. Additionally, supervisors must stay updated on the latest technologies and help desk best practices to implement process improvements and motivate their staff effectively.

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

AspectHelp Desk SupervisorHelp Desk Technician
ResponsibilitiesOversees help desk team, manages escalations, develops support processesProvides technical support, troubleshoots hardware/software issues, assists end-users
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, basic IT skills
CertificationsCompTIA A+, ITIL, management certifications often preferredCompTIA A+, HDI Support Center Analyst, basic certifications
Work EnvironmentOffice setting, team management, coordinationHelp desk or call center, direct end-user support

Help Desk Supervisors focus on managing support teams and processes, while Help Desk Technicians handle direct technical support. Both roles require technical skills and certifications, but Supervisors emphasize leadership and oversight, whereas Technicians focus on troubleshooting and customer service.

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

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

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

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

What cities in Michigan are hiring for Help Desk Supervisor jobs?

Cities in Michigan with the most Help Desk Supervisor job openings:

Help Desk Supervisor jobs near you
Infographic showing various Help Desk Supervisor job openings in Michigan as of August 2026, with employment types broken down into 78% Full Time, and 22% Contract. Highlights an 100% In-person job distribution, with an average salary of $73,023 per year, or $35.1 per hour.

Team Lead / Support Lead IT Managed Services Help Desk

Stafford Gray

Detroit, MI • On-site

Contractor

Re-posted 6 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