Helpdesk Technical Support Manager

Helpdesk Technical Support Manager

Davie, FL, USA • New Hudson, MI 48165, USA Req #872

Friday, April 11, 2025

Come work for the largest equipment dealer in North America! Are you a hardworking individual that thrives in a fast-paced environment and looking to take your career to the next level? If so, then come join our award-winning team!

We provide our employees with the following tools and resources to be successful:



* Training


* Tuition assistance


* Employee stock purchase plan


* Outstanding benefits package (Medical, Dental and Vision insurance, plus much more!)


* 401(k) with match


* Competitive wages


* Paid time off


* 10 paid holidays


* Work schedule: M-F, day shift

O ur Construction Equipment Group is seeking a full-time Helpdesk Technical Support Manager for either the New Hudson, MI or Davie, FL branches.

This position will support the CE Technical Support side of the business and will work directly under the Director of Training and Technical Support.

In this role, you'll act as a working manager, helping troubleshoot software and diagnostic access issues, coordinating helpdesk ticket flow, and ensuring that support cases are correctly assigned and followed through to resolution.

You'll play a critical part in streamlining support, improving communication, and making sure the right people are solving the right problems.

RESPONSIBILITIES


* Serve as the primary coordinator of the CE Technical Support Helpdesk, ensuring timely response and resolution of incoming cases.


* Assign cases to appropriate team members and follow up to ensure progress and closure.


* Provide hands-on support for technical issues, including diagnostic software, OEM portals, and general troubleshooting.


* Act as a liaison between support staff and leadership to surface challenges, delays, or recurring issues.


* Track and manage support metrics, response times, and documentation of common issues/fixes.


* Ensure process consistency and documentation across the support function.


* Manage general purchase orders (GPOs) for diagnostic software and subscription tools, ensuring they are tracked, submitted, and properly allocated.


* Work closely with the Director to identify process improvements and areas for automation or clarity.


* Provide day-to-day coordination for at least 2 team members involved in support (initially without formal direct reports).

QUALIFICATIONS


* Experience in a technical support/helpdesk environment — ideally within construction equipment, heavy machinery, or a related field.


* Strong computer knowledge, particularly in diagnostic tools, remote access platforms, OEM portals, and Windows-based systems.


* Excellent attention to detail, follow-through, and organizational skills.


* Solid communication skills — you can clearly assign tasks, follow up with team members, and provide updates.


* Experience managing support workf...