Helpdesk Manager Jobs in Michigan (NOW HIRING)

Work Order / Helpdesk Operations Manager

Knight Facilities Management | Shared Services / Platform Operations

Location: Remote (North America) or Hybrid, depending on location

Help Build the Future of Facilities Operations!

Knight Facilities Management is growing, and we're looking for a Work Order / Helpdesk Operations Manager to lead one of the most critical functions within our Shared Services platform.

In this role, you'll oversee the day-to-day operation of our centralized work order and helpdesk team, supporting multiple operating companies including Knight Facilities Management, Springwise, TEAM, and other affiliated businesses. You'll lead a team responsible for receiving, triaging, dispatching, tracking, and closing thousands of service requests while ensuring exceptional customer service and strong operational performance.

If you thrive in fast-paced operations, enjoy improving processes, leading teams, and using data to drive better outcomes, we'd love to talk with you.

What You'll Do

As the Work Order / Helpdesk Operations Manager, you'll be responsible for ensuring work orders move efficiently from intake through completion while continuously improving workflows and service delivery.

Key responsibilities include:

• Lead the daily operation of the centralized work order and helpdesk function
• Manage work order intake, triage, dispatch, follow-up, escalation, completion, and closeout
• Monitor work order queues, backlog, aging requests, SLA performance, and client escalations
• Prioritize service requests based on urgency, safety, contractual requirements, and customer expectations
• Supervise and coach facility coordinators, dispatchers, and helpdesk team members
• Assign workloads and monitor team productivity and service quality
• Improve work order workflows, SOPs, and operating procedures
• Ensure data accuracy across work orders, billing classifications, vendor assignments, and service documentation
• Coordinate vendor dispatch and monitor vendor responsiveness and performance
• Analyze operational metrics including SLA compliance, backlog, work order aging, productivity, and customer service trends
• Partner with Operations, Finance, IT, Supplier Management, and business leaders to improve systems and processes
• Support reporting, dashboards, and continuous improvement initiatives across the Shared Services platform

What We're Looking For

We're seeking a hands-on operations leader who enjoys solving problems, improving processes, and leading high-performing teams.

Required Qualifications

• 4+ years of experience in facilities operations, work order management, dispatch, service desk, helpdesk, maintenance coordination, or multi-site service delivery
• 2+ years of leadership experience managing coordinators, dispatchers, service desk teams, or similar operational staff
• Experience managing high-volume work order environments across multiple clients, vendors, or locations
• Experience with CMMS or work order management platforms such as Microsoft Dynamics 365 Field Service, ServiceChannel, Corrigo, Planon, Facilio, or similar systems
• Strong understanding of work order lifecycle management, dispatch operations, vendor coordination, SLA management, and customer service
• Excellent organizational, communication, and problem-solving skills
• Strong analytical mindset with experience using operational metrics to drive performance improvements

Preferred Qualifications

• Post-secondary education in Business, Facilities Management, Operations Management, or a related field
• Experience in shared services, centralized operations, call centers, or facilities service desks
• Exposure to Lean, Six Sigma, process improvement, workflow automation, or continuous improvement methodologies
• Experience supporting multi-site environments such as retail, industrial, logistics, healthcare, commercial real estate, or property services

What Makes You Successful

You'll excel in this role if you:

• Enjoy leading teams in a fast-paced operational environment
• Stay organized while managing competing priorities
• Are passionate about creating efficient processes and improving workflows
• Use data to identify trends and solve operational challenges
• Build strong relationships with internal teams, vendors, and clients
• Balance customer service, operational performance, and business priorities with confidence

Why Join Knight Facilities Management?

At Knight Facilities Management, we're building a scalable Shared Services organization that supports clients across North America. You'll have the opportunity to make a measurable impact by improving processes, developing teams, and helping shape the future of our operations platform.

If you're looking for a leadership role where you can combine operations, people leadership, continuous improvement, and customer service, we'd love to hear from you.