Service Desk Manager

Description

The IT Services Desk Supervisor is responsible for overseeing the daily operations of the IT Service Desk, ensuring high-quality technical support is delivered to end-users in a timely and efficient manner. S/he acts as the key liaison between the Service Desk team and other IT functions and plays a critical role in overseeing IT Service Management (ITSM) processes across Incident, Request Fulfillment, and Problem Management. The IT Services Desk Supervisor is accountable for the full incident lifecycle, drives proactive follow-up on aging tickets, and partners across teams to ensure service level commitments are achieved and exceeded. S/he will also leverage data analytics to identify trends, anticipate demands, and provide actionable insights into IT leadership.

Skills

Service desk, Help desk, service delivery, itil, Ticketing system, Management skills, Technical support, process improvement

Top Skills Details

Service desk,Help desk,service delivery,itil,Ticketing system,Management skills

Additional Skills & Qualifications

 Supervises and coordinates day-to-day activities of the IT Service Desk team  Monitors ticket queues, workload distribution, and SLA adherence to ensure timely issue resolutions  Provides leadership, coaching, and mentoring to Service Desk Analysts  Serves as an escalation point for complex or high-impact technical issues  Analyzes trends in issues and incidents to identify root causes and opportunities for improvement  Develops, documents, and maintains Service Desk procedures and knowledge base articles  Collaborates with other IT teams to escalate and resolves recurring or critical system problems  Facilitates onboarding and ongoing training to ensure team members are up to date with technologies and support practices  Prepares and delivers reports on Service Desk metrics, team performance, and opportunities for improvement  Establishes and maintains effective inventory control procedures to ensure IT resources align with business needs, delivering the right assets at the right time to avoid both excess and shortfall.  Manages relationships with vendors and service providers, ensuring they meet service level agreements and delivers quality services  Manages internet, voice, wireless, and conferencing services.  Supports the service deliveries at job sites limited to the Service Desk scope (workplaces, printers, mobile devices, etc.)  Oversees Service Desk support analysts, ensuring they are effectively supporting National offices’ needs and adhering to company standards  Develops and enforces standardized procedures and best practices for national support activities  Coordinates and manages travel for support analysts as needed to support business unit offices  Collaborates with key stakeholders, including executives, department leaders, and IT teams, to align services with organizational needs  Partners with business partners (BPs) to understand and capture demands for IT services, ensuring alignment with business objectives

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Monroe, Ohio.

The pay range for this position is $32.00 - $37.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Monroe,Ohio.

This position is anticipated to close on Feb 18, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.