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Service Desk Manager Jobs in Rochester, MI (NOW HIRING)

Detroit IT

Service Desk Technician

Troy, MI · On-site

The Service Desk Technicians must have strong organizational skills, great verbal and written ... Experience in managing multiple client accounts and adapting to continuous change will help each ...

Infojini Inc

Service Desk Analyst

Pontiac, MI

$20.25 - $27.75/hr

Resource will not work on service desk but be assigned to a particular customer team for application support with the below . Assists County users in researching and troubleshooting reported ...

SolvIT, Inc.

Help Desk Agent - Level 1

Rochester Hills, MI · On-site

$15.75 - $20/hr

Help Desk Agent - Level 1 REPORTS TO: Help Desk Manager JOB TYPE: Full Time DAYS/HOURS: 40 hours ... Our solutions include software development, infrastructure cloud hosting, managed IT services, and ...

OHM Advisors

IT Service Desk Technician

Livonia, MI

They will also employ and manage additional systems to assist with the deployment of software and ... Field incoming service desk requests from users via ticketing system, email, telephone, and in ...

OHM Advisors

IT Service Desk Technician

Livonia, MI · On-site

They will also employ and manage additional systems to assist with the deployment of software and ... Field incoming service desk requests from users via ticketing system, email, telephone, and in ...

OHM Advisors

IT Service Desk Technician

Livonia, MI · On-site

They will also employ and manage additional systems to assist with the deployment of software and ... Field incoming service desk requests from users via ticketing system, email, telephone, and in ...

PainPoint

Front Desk Supervisor

Sterling Heights, MI · On-site

$19 - $20/hr

Front Desk Supervisor Full-Time | $19-$20/hour Monday-Thursday: 7:30 AM-6:00 PM | Friday: 8:00 AM-1 ... Manage appointment scheduling, cancellations, waitlists, and open appointment opportunities.

PainPoint

Front Desk Supervisor

Sterling Heights, MI · On-site

$19 - $20/hr

Front Desk Supervisor Full-Time | $19-$20/hour Monday-Thursday: 7:30 AM-6:00 PM | Friday: 8:00 AM-1 ... Manage appointment scheduling, cancellations, waitlists, and open appointment opportunities.

SolvIT, Inc.

Help Desk Agent - Level 1

Rochester Hills, MI · On-site

$15.75 - $20/hr

Help Desk Agent - Level 1 REPORTS TO: Help Desk Manager JOB TYPE: Full Time DAYS/HOURS: 40 hours ... Our solutions include software development, infrastructure cloud hosting, managed IT services, and ...

Method Co.

Front Desk Supervisor - Roost Detroit

Detroit, MI · On-site

$16.75 - $21.75/hr

Blending the comfort of a modern residence with the service and sophistication of a boutique hotel ... Collaborate with housekeeping, maintenance, and management to support smooth operations * Monitor ...

ATIA Ltd

Sales Manager - Part time

Detroit, MI · Remote

Document Management System (DMS), * 6. Service Desk Plus (SDP), * 7.Service Management Systems (SMS), * 8.Business Continuity Management Systems (BCMS), * 9.Information Security Management Systems ...

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Service Desk Manager information

See Rochester, MI salary details

$33.6K

$87K

$144.5K

How much do service desk manager jobs pay per year?

As of Sep 13, 2026, the average yearly pay for service desk manager in Rochester, MI is $87,000.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,400.00 and $103,600.00 per year, depending on experience, location, and employer.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn an average salary of around $70,000 to $100,000 per year, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and experience managing support teams in a help desk or IT service environment.

What are the most commonly searched types of Service Desk jobs in Rochester, MI?

The most popular types of Service Desk jobs in Rochester, MI are:

What are popular job titles related to Service Desk Manager jobs in Rochester, MI?

For Service Desk Manager jobs in Rochester, MI, the most frequently searched job titles are:

What job categories do people searching Service Desk Manager jobs in Rochester, MI look for?

The top searched job categories for Service Desk Manager jobs in Rochester, MI are:

What cities near Rochester, MI are hiring for Service Desk Manager jobs?

Cities near Rochester, MI with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Rochester, MI as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 20% Part Time, 2% Contract, and 1% Nights. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $87,000 per year, or $41.8 per hour.

Service Desk Technician

Troy, MI • On-site

Detroit IT
See more jobs at Detroit ITexternal

Full-time

Medical, Dental, Life, Retirement

Re-posted 18 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 keep your business running efficiently.

Job Description

Detroit IT is looking for an organized, friendly, and well-rounded individuals to join our IT Services team! The Service Desk Technicians must have strong organizational skills, great verbal and written communication, customer service experience, and a positive attitude! Experience in managing multiple client accounts and adapting to continuous change will help each individual be successful in their roles.

Job Responsibilities:

Answer incoming Helpdesk telephone calls.

Create tickets in Helpdesk software.

Troubleshoot reported issues.

Escalate tickets to additional support resources if required.

Follow-up with clients on status of open tickets.

Customer data entry in to CRM systems.

Project coordination.

Customer follow-up via phone and email as necessary.

Customer documentation in wiki or other platform.

Attend customer and internal meetings and be responsible for note taking and sending meeting recap to clients.

Schedule client meetings and coordinate internal resources.

Launch project templates in systems when projects kick off.

Send client satisfaction surveys.

Completion of tasks related to specific clients on a monthly basis:

o Monthly back checks and test restores.

o System audits and reporting.

Assistance with sending out thank you letters to clients and contacts.

Order supplies and equipment for customers when requested.

Record all time spent on tickets and client accounts in time reporting software.



Qualifications

Minimum of at least 2 years of experience working in a customer service role.

Bachelor's Degree in Information Technology or a related field.

Ability to create, receive, and act on incoming tickets and projects in a timely manner.

Self-motivated with passion for managed IT.

At least two recognized industry certifications.

Good knowledge of Windows and Macintosh operating systems.

Outstanding client handling and communication skills both written and verbal.

Ability to meet deadlines and be held accountable.

Strong written and verbal communications skills.

Must be comfortable with implementing new technologies and automation capabilities that enhance team efforts.

Experience in working with team members to accomplish common goals.

Experience in gathering insights data from multiple sources and making informed decisions where necessary.


Additional Information

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

Traditional benefits including Health, Dental, and Life Insurance and 401(k) 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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