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IT Helpdesk Lead

Wolverine Worldwide | Rockford, Michigan Apply

General Function

This position is responsible for leading the IT Global Helpdesk team as well as contributing to technology strategy and process improvements with a focus on improving the experience of our employees and security of Wolverine assets.

Primary Duties

  • Daily management of Global Helpdesk including:
  • Provide consistent, high impact team coaching for best in class customer experiences
  • Actively evaluate team and department processes to ensure high levels of efficiency
  • Provide technical leadership within and outside of our IT support teams globally
  • Monitor staffing levels and workload, making recommendations when appropriate
  • Create, monitor and enforce compliance to SLA’s and SOP’s for team
  • Actively work on team succession and cross training
  • Manage the team on-call schedule
  • Partner with IT and the business to facilitate the rollout and adoption of new technologies
  • Leadership of or active participation on cross functional projects
  • Facilitate training for the business
  • Partner with the business to provide enhanced support for Champions
  • Actively evaluate and recommend new technologies that could have a positive impact on the experience and/or productivity of our employees.
  • Partner with Indirect Procurement on IT purchasing initiatives and processes
  • Provide guidance for corporate-wide communications
  • Manage Relationships and Coordinate with external partners on project or related work
  • Provide Audio/Video support for onsite meetings, events, and executives
  • Perform duties consistent with the company’s AAP/EEO goals and policies
  • Perform other duties as required/assigned by manager

Knowledge, Skills and Abilities Required

  • Bachelor’s Degree in related field or equivalent work experience
  • Minimum 3 years supervisory experience required
  • Minimum 5 years helpdesk/endpoint support experience required
  • Strong leadership and organizational skills
  • Ability to delegate effectively, along with strong time management skills
  • Ability to lead medium to large projects independently
  • Ability to develop project plans and timelines across teams
  • Proven problem solving skills with analytical abilities
  • Good oral and written communication skills
  • Ability to maintain confidentiality and use discretion where appropriate
  • Experience with Office365, Zoom, and ServiceNow preferred


Normal office environment. Some travel be required.