Service Desk Technical Manager
2 months ago
Title: Service Desk Technical Manager
Location: Detroit Metropolitan Wayne County Airport (DTW), Detroit, MI
Ever wanted to know more about working at an airport? Here is your chance to find out as ServiceTec, the leading independent provider of managed IT services to the aviation industry, has an exciting opportunity for a Service Desk Technical Manager at Detroit Metropolitan Wayne County Airport (DTW) in Michigan. If you are looking for an exciting challenge whereby no two days are the same, then this position may be for you.
FLSA Status and Hours: This is a full time, salaried position. Hours are Monday through Friday 8:00 AM-5:00 PM.
Position Overview: As a Service Desk Technical Manager, you will oversee and support the technical operations of the Service Desk team. Your leadership will ensure that our IT support services run smoothly and efficiently. You will provide technical expertise, assist with complex issues, and ensure the quality and workflow of the team. This role requires excellent managerial skills, a solid technical background, and a proactive approach to team development and service improvement.
Responsibilities:
- Assist the Service Desk Team with high workloads or complex issues, utilizing approved processes, procedures, and knowledge articles.
- Provide technical support for network, applications, printers, peripherals, and other technology.
- Ensure workflow and work quality meet or exceed performance criteria.
- Train, coach, and mentor staff, including conducting recurrent training and awareness sessions.
- Represent the Service Desk Team in relevant meetings and events.
- Provide shift coverage in the event of team member absences due to sickness or vacation.
Education & Experience:
- Proven experience in a technical support or service desk role, with a focus on management or leadership.
- Strong technical knowledge of networks, applications, printers, and peripherals.
- Experience with supporting and developing Service Desk teams.
- Excellent problem-solving and communication skills.
- Ability to manage multiple tasks and prioritize effectively.
- Relevant certifications in IT support or related fields are a plus.
- A proactive approach to team development and service improvement.
- Working knowledge and understanding of Active Directory.
- Must be able to pass an airport background investigation, which includes a criminal history check.
- Must possess a valid driver’s license.
Benefits:
- Excellent healthcare benefits: Medical and Dental.
- 401K including an employer match.
- Paid time-off and sickness leave.
- Paid Military Leave.
Join Our Team:
ServiceTec International, Inc. specializes exclusively in the provision of Managed IT Services to the world’s airport and airline industries, and have been doing so since 1989. We operate globally with headquarters in the UK and the USA, and offices in Canada, The Netherlands, Germany and Norway. We partner with airports and airlines of all sizes to manage, maintain, monitor and support business and mission critical IT systems.
ServiceTec Culture: We’re a people-oriented company. We value our employees, believing they should be treated fairly, with courtesy and respect.
We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within if at all possible.
We consistently recognize those employees who go "above and beyond.”
ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract. ServiceTec will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation. This policy applies to the process of recruitment and selection (both internal and external), promotion, training, conditions of work, pay and benefits and to every other aspect of employment, including general treatment at work and the processes involved in the termination of employment.
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