Help Desk Manager at OCH Technologies LLC

Battle Creek, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Dec, 25

Salary

0.0

Posted On

23 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Management, Customer Service, Leadership, Team Building, ITIL Best Practices, Ticketing Systems, Technical Assistance, Trouble Reports, Process Improvement, Performance Reporting, Escalation Management, IT Support, Computer Processing, Collaboration, Adaptability, Integrity

Industry

IT Services and IT Consulting

Description

Description OCH Technologies is seeking an experienced Help Desk Manager to lead our IT support team and ensure the efficient delivery of technical assistance across the organization. The ideal candidate will bring extensive experience in managing help desk operations, building strong teams, and implementing best practices to enhance service quality and user satisfaction. Location Battle Creek, MI Core Responsibilities & Duties Manages helpdesk operations. Monitors, supports and performs computer processing. Coordinates responses to trouble reports. Implement and refine help desk processes, tools, and knowledge bases to improve efficiency and consistency. Partner with IT leadership to align support strategies with organizational goals and technology initiatives. Manage escalations and provide hands-on support for complex issues when necessary. Prepare reports and insights to communicate help desk performance, trends, and improvement opportunities. Responsibilities may evolve over time to support team and organizational goals, but will remain consistent with the overall scope of the role. Requirements Minimum Qualifications Education Bachelor’s degree from an accredited university or equivalent years of relevant work experience. Experience A minimum of five (5) years of relevant help desk management experience to include help desk operations. Extensive experience in customer service and/or operations. Strong leadership skills with a proven track record of building and managing high-performing teams. Solid understanding of help desk technologies, ticketing systems, and ITIL best practices. Security Clearance Requirement • Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC). Licenses/Certifications DoD Approved 8570 Baseline Certification: Category IAT Level About Us: At OCH, we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values, we excel in creating secure, efficient, and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity, adapting swiftly to new challenges, and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability. What Defines Us: Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically. Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead. People-Focused - We prioritize relationships, championing growth and mutual success. Accountable - We own our outcomes, striving for excellence through continuous improvement. Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions. Why Join Us? Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative, offering a platform to transform the landscape of government IT services. Here, your work is not just a career—it's a mission. Embrace the opportunity to grow, innovate, and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus, we offer a comprehensive benefits package designed to support your wellbeing and work-life balance, including: Paid time off and Holidays Medical, Dental, and Vision Insurance Paid Parental Leave Short-term disability, long-term disability, and life insurance - Employer Paid! 401(k) Additional Voluntary Life Insurance Tuition Reimbursement & More! E-Verify Participation: OCH Technologies, LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees. Veteran’s Preference and Accessibility Statement: At OCH Technologies, we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor, we proudly offer preference to qualified veterans and wholeheartedly encourage them to apply. We want you to know that your service and dedication will always be valued here! Additionally, we are committed to creating a workplace that is open, welcoming, and accessible to everyone. In line with the Americans with Disabilities Act (ADA), we provide reasonable accommodations throughout the hiring process to ensure that individuals with disabilities can apply without barriers. If you need assistance or accommodations, please don't hesitate to contact us at hiring@ochtec.com - we’re here to help. OCH Technologies, LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or any other protected characteristic as outlined by federal, state, or local laws.

Responsibilities

The Help Desk Manager will manage helpdesk operations and coordinate responses to trouble reports. They will also implement and refine help desk processes to improve efficiency and partner with IT leadership to align support strategies with organizational goals.