We are looking for a dedicated Call Center Manager to lead a support team in East Lansing, Michigan. This position involves overseeing daily operations, ensuring high-quality service delivery, and fostering a customer-focused environment. The ideal candidate will bring strong technical expertise and proven leadership skills to manage and enhance help desk operations.

Responsibilities:

• Oversee the daily operations of the help desk, ensuring timely and effective resolution of technical issues.

• Provide direct supervision to the IT support team, offering guidance and performance feedback.

• Implement and manage IT service management (ITSM) processes to maintain high service standards.

• Monitor and optimize call center operations to ensure exceptional customer service.

• Coordinate hardware and software deployments, including configuration and setup.

• Manage and maintain Active Directory to support user access and security protocols.

• Develop and enforce policies for configuration management and asset tracking.

• Offer deskside support for escalated technical issues requiring hands-on assistance.

• Collaborate with other departments to align help desk services with organizational goals.

• Track and analyze help desk performance metrics to identify areas for improvement.