Manager, IT Tech Support Services

Michigan Farm Bureau seeks a Manager, IT Tech Support Services to lead our technical support operations in a mission-driven agricultural organization. This role oversees the help desk, support technicians, and daily resolution of hardware, software, and network issues for staff across the state. The manager will shape support standards, optimize ticket workflows, and ensure secure, reliable access to business systems. You will collaborate with leaders and vendors, guide user training, manage assets and budgets, and mentor staff while supporting a community-focused, member-first culture.

Responsibilities

• Lead and manage the IT tech support team, setting priorities and service standards.

• Oversee help desk operations, ticket workflows, and escalation processes.

• Maintain and improve endpoint, network, and business application support.

• Develop and document IT service procedures, knowledge base, and best practices.

• Monitor system performance and uptime, coordinating with vendors as needed.

• Ensure security, compliance, and data protection across supported systems.

• Plan and coordinate software/hardware rollouts and user training.

• Track KPIs, produce reports, and recommend technology improvements.

• Collaborate with business units to align IT services with organizational needs.

• Manage budgets, asset inventories, and lifecycle for user devices and licenses.

Required Skills

• IT service management

• Help desk operations

• Windows and mac

• OS support

• Office 365 / productivity suite administration

• Network troubleshooting

• Endpoint management and imaging

• ITIL or service desk best practices

• Vendor and contract management

• Cybersecurity fundamentals

• Technical documentation