Help Desk Manager

Join Busch's Team

Food Lovers Unite!

Busch's is HIRING and we want you! Love food, fun, and fabulous people? Join our family-owned Michigan team and cook up a career full of flavor!

Wage: Salary- $60-$75k (annually)

What's in store?

• Flexible schedules
• Employee discounts
• 401K with company match
• Tuition reimbursement
• Daily Pay available

Ready to spice up your job and grow with us? Apply now and let's create the perfect pear together!

Key Accountabilities

• Lead daily Help Desk operations, including prioritizing and assigning support requests.
• Manage staff schedules and on-call coverage, including off-hours emergency support.
• Ensure all incidents and service requests are properly logged, prioritized, tracked, and resolved or escalated in accordance with SLAs.
• Monitor performance metrics and ensure service level compliance.
• Provide leadership, coaching, and guidance to Help Desk team members.

IT Equipment & Infrastructure Support

• Manage workstations, POS lanes, and printers, including inventory control, maintenance, and new deployments. Other IT assets under Help Desk management include retail scales, scanning guns, tablets, desk phones, and other similar devices.
• Maintain accurate asset tracking and lifecycle management of IT equipment.
• Maintain consistent inventory levels for Help Desk-supported hardware and supplies.
• Identify cost-effective purchasing options and support IT budget management.

Systems & Infrastructure Support

• Provide support to the Systems Administrator and Infrastructure Director as needed.
• Support security camera systems in partnership with Loss Prevention, ensuring system uptime and coordinating enhancements or changes.

Projects & Continuous Improvement

• Participate in and support IT projects, including research, planning, and implementation.
• Contribute ideas and recommendations to improve operational efficiency, system reliability, and guest experience.
• Anticipate issues, implement preventative measures, and adapt processes to improve outcomes.

Professional Development & Collaboration

• Maintain professional and technical knowledge through training, certifications, industry publications, and networking.
• Build and maintain strong working relationships with associates, vendors, and guests.

Organizational Alignment

• Consistently follow Busch's policies and procedures.
• Demonstrate passion for Busch's products and services by staying informed and sharing knowledge with others.
• Execute responsibilities with operational integrity and professionalism.

Qualifications

Behaviors

Required

Team Player:

Works well as a member of a group

Enthusiastic:

Shows intense and eager enjoyment and interest

Functional Expert:

Considered a thought leader on a subject

Dedicated:

Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

Ability to Make an Impact:

Inspired to perform well by the ability to contribute to the success of a project or the organization

Work-Life Balance:

Inspired to perform well by having ample time to pursue work and interests outside of work

Peer Recognition:

Inspired to perform well by the praise of coworkers

Education

Preferred

Bachelors or better in Computer Science or related field.

Experience

Required

3-5 years: Leading a helpdesk or ticketing team

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.