Helpdesk Technical Support Manager

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

Our 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 workflows, tickets, or queues - even if not in a formal leadership role.
• Familiarity with managing software subscriptions and general purchase order (GPO) processes is a plus.
• Comfortable juggling multiple requests while staying calm, efficient, and focused.

PREFERRED QUALIFICATIONS

• Familiarity with OEM software (e.g., Volvo, JCB, Takeuchi, Genie)
• Experience using support ticketing systems or CRM platforms
• Prior coordination or supervisory experience in a support setting
• Technical certifications or formal training in IT systems or diagnostics

About Alta:

Culture is Job #1. Alta Equipment Group prides itself in living by our Guiding Principles: Invest in the Best, Passion for Excellence, Customers for Life, Mutual Respect and One Team. More than an equipment company, Alta is an innovator of solutions, delivering diverse products and unrivaled support centered on building lasting customer relationships.

If you have a passion for excellence and are ready to make a difference within our organization, we're ready for you. Whether it's selling the world's-best big iron, rolling up your sleeves and servicing our industry-leading construction and material handling product brands or being a difference maker behind the scenes, we can use your skillset.

At Alta Equipment Group, we believe in mutual respect and are committed to diversity while inspiring our employees to reach their maximum potential. Voted a "Top Work Place USA", our employees across North America are committed to excellence. It's the Alta way.

So, let's start the conversation. Click the link to apply and begin the journey of a lifetime.

What We Look For:

At Alta Equipment Group, we are looking for candidates who are a cultural fit with our organization and understand that every task and job goes toward fostering customers for life. Along with that, a great attitude that embraces mutual respect and delivering a consistent high energy level that exudes a passion for excellence. Also, we are searching for a skill set that has a high aptitude for the position with a continual focus on investing in one's profession through additional training and learning.

Other Opportunities at Alta:

Please visit our careers page at altg.jobs to view other openings that may be of interest to you!

Alta Equipment Group is an equal opportunity employer. This means we do not discriminate on account of age, race, religion, color, sex, national origin, ancestry, citizenship, height, weight, marital status, familial status, disability, genetic information, military status, veteran status, misdemeanor arrest record, or membership in any other classification protected under applicable law. If you believe the Company has violated its equal employment opportunity policy in any way, please contact recruiting@altg.com immediately!

• Davie, FL, USA
• New Hudson, MI 48165, USA