Service Desk Manager

4 weeks ago


Big Rapids, Michigan, United States Ferris State University Full time

Job Summary:

Ferris State University is seeking a highly motivated and experienced Service Desk Manager to oversee the day-to-day operations and staff of the Service Desk operations. The successful candidate will provide customer-focused computer support and leadership, working as a liaison to the customers within the University community.

Key Responsibilities:

  • Oversee the Walk-up operations for in-person IT customer support.
  • Lead the Hardware Repair area and its proper operation.
  • Manage the Call Center, including phone, chat, and portal customer requests.
  • Oversee Cellular Device support, including MiFi devices for employees.
  • Develop and maintain a service catalog of all IT services offered.
  • Provide primary direction and ownership of the ITSM application.
  • Plan and distribute technology-related communications to the University.
  • Monitor and maintain the IT Portal related content.
  • Facilitate the ITSM system to improve efficiency.
  • Coordinate the configuration of processes in ITSM software tools.
  • Identify reoccurring and potential operation problems and recommend procedures for prevention.
  • Work with campus IT personnel and vendors to resolve emergent situations.
  • Meet with customer areas to discuss technology updates and changes.
  • Collaborate with other coordinators and managers for a cohesive service desk operation.
  • Maintain and develop relationships with third-party support centers.
  • Perform all duties in compliance with University policies and procedures.

Requirements:

  • Bachelor's degree.
  • Two years of work experience in an IT-related technical customer support area and supervisory experience.
  • Hands-on experience in a call center, service desk, or help desk operation.
  • A valid driver's license and HDI Support Center Manager certification within one year of employment.

Preferred Qualifications:

  • Masters' Degree or Advanced Degree.
  • Work experience as a call center supervisor or manager.
  • HDI certification and ITIL Foundations certification.

What We Offer:

Ferris State University offers a competitive salary and benefits package, as well as opportunities for professional growth and development.


  • Service Desk Manager

    4 weeks ago


    Big Rapids, Michigan, United States Ferris State University Full time

    Job Summary: Ferris State University is seeking a highly motivated and experienced Service Desk Manager to oversee the day-to-day operations and staff of the Service Desk operations. The successful candidate will provide customer-focused computer support and leadership, working as a liaison to the customers within the University community. Key...


  • Big Rapids, Michigan, United States Ferris State University Full time

    Job Title: IT Operations ManagerAbout the Position:Ferris State University is seeking a highly motivated IT Operations Manager to lead our Service Desk operations. As a key member of the IT Solution Center team, you will oversee the day-to-day operations and staff of the Service Desk, providing customer-focused computer support and leadership to the...

  • Front Desk Supervisor

    3 weeks ago


    Grand Rapids, Michigan, United States Aimbridge Hospitality Full time

    Job SummaryThe Front Desk Supervisor is responsible for providing exceptional customer service to all guests, while assisting the Front Desk Manager and General Manager in hotel operations. The ideal candidate will possess excellent communication skills, be able to work in a fast-paced environment, and have a strong attention to detail.Key...


  • Grand Rapids, Michigan, United States Goldfish Swim School Full time

    Job Summary: We are seeking a highly motivated and customer-focused individual to join our team as a Front Desk Customer Service Representative at Goldfish Swim School. As a key member of our front desk team, you will be responsible for providing exceptional customer service, processing sales and registration transactions, and ensuring a positive experience...

  • Front Desk Associate

    4 weeks ago


    Grand Rapids, Michigan, United States AC Hotel by Marriott Grand Rapids Full time

    Job SummaryAC Hotel by Marriott Grand Rapids is seeking a highly motivated and customer-focused Front Desk Agent to join our team. As a key member of our front office team, you will be responsible for delivering exceptional guest experiences and ensuring seamless check-in and check-out processes.Key Responsibilities:Provide warm and welcoming service to...

  • Front Desk Agent

    1 month ago


    Grand Rapids, Michigan, United States Lodgco Hospitality Full time

    Job Title: Front Desk AgentWe are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Fairfield Inn & Suites in Walker, MI.Job Summary: As a Front Desk Agent, you will be responsible for providing exceptional guest service, handling room assignments, and ensuring a seamless check-in and check-out experience for our guests.Key...

  • Front Desk Host

    4 weeks ago


    Grand Rapids, Michigan, United States Dave & Buster Full time

    Job Title: Front Desk/HostJob Summary:At Dave & Buster's, we're looking for a Front Desk/Host to provide an exceptional guest experience. As a Front Desk/Host, you will be the first point of contact for our guests, ensuring a positive and welcoming atmosphere.Key Responsibilities: Deliver an unparalleled guest experience through excellent communication and...


  • Grand Rapids, Michigan, United States Aimbridge Hospitality Full time

    Front Desk AgentAimbridge Hospitality is seeking a skilled Front Desk Agent to join our team.Greet and welcome all guests approaching the Front Desk.Maintain proper operation of the telephone switchboard.Handle requests for information, mail, and messages.Answer guest inquiries about hotel service facilities and hours of operation.Handle check-ins and...


  • Grand Rapids, Michigan, United States BrightSpring Health Services Full time

    Front Desk Receptionist OpportunityWe are seeking a highly organized and detail-oriented Front Desk Receptionist to join our team at Gateway Pediatric Therapy. As a Front Desk Receptionist, you will be the first point of contact for our clients and will be responsible for providing exceptional customer service.ResponsibilitiesAnswering phones and responding...


  • Grand Rapids, Michigan, United States BrightSpring Health Services Full time

    We are seeking a highly skilled and compassionate Front Desk Receptionist to join our team at Gateway Pediatric Therapy in Dearborn. As a key member of our front office team, you will be responsible for providing exceptional customer service to our clients and their families.Responsibilities:Answering phones, taking messages, and transferring callsWelcoming...


  • Grand Rapids, Michigan, United States Urban Massage LLC Full time

    Job OverviewAt Urban Massage LLC, we are seeking a highly organized and customer-focused Front Desk Receptionist to join our team. As a key member of our front office, you will be responsible for providing exceptional service to our clients, ensuring a smooth and efficient intake process, and maintaining a welcoming and relaxing environment.Key...

  • Community Liaison

    4 weeks ago


    Big Rapids, Michigan, United States Ferris State University Full time

    Community Advisor PositionThe Community Advisor (CA) is a live-in, paraprofessional staff member of the Office of Housing and Residence Life at Ferris State University. This 10-month position, running from August to May, involves creating an inclusive community through intentional programming focusing on professional and social development.Responsibilities...


  • Grand Rapids, Michigan, United States Homewood Grand Rapids Full time

    Job SummaryAs a Front Desk Agent at Homewood Grand Rapids, you will be responsible for providing exceptional guest service, registering guests, and ensuring a smooth stay experience. Your primary responsibilities will include:Registering guests and handling check-ins and check-outsProviding information about hotel services, facilities, and local...


  • Grand Rapids, Michigan, United States NovaCare Rehabilitation Full time

    Job Summary:NovaCare Rehabilitation is seeking a highly skilled Patient Service Specialist to join our team. As a Patient Service Specialist, you will be responsible for providing exceptional patient care and managing the business side of our center.Key Responsibilities:Greet new and existing patients, register new patients, and provide information about...

  • Front Desk Supervisor

    4 weeks ago


    Grand Rapids, Michigan, United States Homewood Grand Rapids Full time

    Job Summary:The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.Responsibilities:Assist the Front Desk Manager and/or...

  • Front Desk Agent

    4 weeks ago


    Grand Rapids, Michigan, United States Lodgco Hospitality Full time

    Job SummaryWe are seeking a highly skilled Front Desk Agent to join our team at Fairfield Inn & Suites in Walker, MI. As a Front Desk Agent, you will be responsible for providing exceptional guest service and ensuring a seamless experience for our guests.Key Responsibilities:Register guests, assign rooms, and handle special requestsUnderstand daily hotel...


  • Grand Rapids, Michigan, United States Homewood Grand Rapids Full time

    Job Summary:As a Front Desk Agent at Homewood Grand Rapids, you will be responsible for providing exceptional guest service, registering guests, and ensuring a smooth stay experience. Your primary responsibilities will include:Registering guests and handling check-ins and check-outsProviding information about hotel services, facilities, and local...

  • Front Desk Supervisor

    1 month ago


    Grand Rapids, Michigan, United States Aimbridge Hospitality Full time

    Job SummaryThe Front Desk Supervisor is responsible for providing exceptional customer service to guests, ensuring a smooth and efficient check-in and check-out process, and maintaining a high level of professionalism in all interactions. This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a...


  • Grand Rapids, Michigan, United States Closets by Design Full time

    Job OverviewClosets by Design is seeking a highly skilled Senior Front Desk Receptionist to provide exceptional customer service to our clients. As a key member of our team, you will be responsible for managing customer interactions, resolving issues, and ensuring a positive experience for our customers.Key Responsibilities:Manage customer inquiries and...

  • Front Desk Associate

    4 weeks ago


    Grand Rapids, Michigan, United States Hospitality Specialists, Inc. Full time

    Job SummaryTo provide exceptional guest service and ensure a positive experience for our hotel guests. This role involves attending to the needs of guests during check-in, check-out, and throughout their stay, ensuring a high level of satisfaction and loyalty.Key ResponsibilitiesProvide warm and welcoming service to guests, responding to their needs and...