Software Help Desk Manager

About Us :

How many companies can say they've been in business for over 178 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location / Region : This position is located in our Wixom, MI location. Hybrid, 3 days in office, 2 days remote.

What's the role?

We are seeking a dynamic and innovative Software Support Help Desk Manager to lead our support team while driving the integration of AI technologies to enhance processes, improve efficiencies, and deliver exceptional service to our internal and external customers. This role combines traditional help desk management responsibilities with a forward-thinking focus on leveraging AI solutions to optimize workflows, reduce response times, and elevate the overall customer experience.

Sound Interesting?

Here's what you'll do :

Help Desk Management

Oversee daily operations of the software support help desk, ensuring timely and effective resolution of customer issues.

Develop and implement policies, procedures, and best practices to deliver best-in-class customer service.

Monitor key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and first-call resolution rates.

Manage and mentor a team of Applications Engineers, fostering a culture of continuous improvement and collaboration.

Act as an escalation point for complex or high-priority support issues.

AI-Driven Process Optimization

Identify opportunities to integrate AI tools (e.g., chatbots, predictive analytics, and automated ticket triaging systems) into help desk operations to improve efficiency and accuracy.

Collaborate with IT and software development teams to design, implement, and maintain AI-driven solutions.

Use AI to analyze support ticket trends, predict recurring issues, and proactively address potential problems.

Develop automated workflows and self-service tools to empower users and reduce manual intervention.

Stay updated on emerging AI technologies and evaluate their potential application within the support environment.

Strategic Planning & Collaboration

Partner with cross-functional and global teams to align help desk strategies with organizational goals.

Provide insights and recommendations to senior leadership based on data-driven analysis of support operations.

Lead initiatives to improve the scalability and adaptability of the help desk as the organization continues to grow.

Ensure compliance with data security and privacy regulations in all AI implementations.

Do you qualify?

Bachelor's degree in Computer Science, Information Technology, Engineering, Artificial Intelligence or Machine Learning or a related field (commensurate work experience may also be considered).

3-5+ years of experience in managing technical teams, demonstrating a successful track record of team leadership and performance.

Strong understanding of AI technologies, including machine learning, natural language processing, and automation tools.

Hands-on experience with support software, enterprise systems and AI platforms.

Excellent problem-solving skills and the ability to analyze complex systems and processes.

Strong leadership, communication, and interpersonal skills.

Ability to adapt to rapidly changing technologies and business needs.

Ability to travel approximately 10-20% of the time

Nice to Haves :

Experience implementing AI-driven solutions in a customer support environment.

Familiarity with service management frameworks.

Knowledge of data analytics tools and techniques.

Certification in AI or machine learning (e.g., Google AI, Microsoft AI Engineer).

We have amazing benefits to support you as an employee at ZEISS!

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

The list goes on!

Your ZEISS Recruiting Team :

Holly Greenwood-Mosher

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).