Overview
On Site
USD 50.00 - 62.48 per hour
Full Time
Skills
Critical Thinking
Problem Solving
Conflict Resolution
Performance Metrics
Leadership
Coaching
Workflow
Service Level
Optimization
IT Management
ROOT
Standard Operating Procedure
Incident Management
Service Level Management
Customer Satisfaction
Training And Development
Configuration Management
Technical Support
Analytical Skill
Decision-making
FOCUS
Reporting
Accountability
Customer Service
Problem Management
ServiceNow
Service Management
Process Improvement
Communication
SLA
Regulatory Compliance
Service Delivery
Remote Support
Management
Training
Continuous Improvement
Operational Excellence
JIRA
Supervision
Microsoft Office
Active Directory
Help Desk
Service Desk
Risk Assessment
Help Desk Management
KPI
ITIL
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
TEKsystems is seeking an experienced IT Service Desk Manager for a 6 month contract to hire role with a very reputable organization in Orlando, FL!
Description
Client is seeking a highly skilled and experienced Service Desk Manager to lead and oversee the operations of the Enterprise IT Service Desk. This role is based in Orlando, Florida and operates within a dynamic, fast-paced, and diverse environment. The ideal candidate will possess strong leadership capabilities, technical acumen, and a commitment to delivering exceptional IT support services.
Key Responsibilities:
Manage the day-to-day operations of the Service Desk, ensuring timely and effective support for end users across the enterprise.
Oversee both first and second-level support functions, including desk-side services and corporate.
Ensure service delivery aligns with established Service Level Agreements (SLAs) and organizational standards.
Apply critical thinking and problem-solving skills to resolve complex technical issues and improve service outcomes.
Communicate technical problems and solutions clearly and concisely to both technical and non-technical stakeholders.
Monitor and report on service desk performance metrics, identifying trends and implementing continuous improvement initiatives.
Ensure adherence to ITIL-aligned processes, including Incident Management, Request Fulfillment, and Problem Management.
Provide leadership, coaching, and development opportunities to Service Desk staff to foster a high-performance team culture.
Job Responsibilities (Aligned with ITIL Framework):
Manage and coordinate Service Desk operations in accordance with ITIL best practices, ensuring standardization and efficient handling of incidents, service requests, and escalations.
Lead the planning, prioritization, and assignment of tasks to Service Desk staff to support consistent and high-quality service delivery.
Continuously improve customer service processes by conducting regular evaluations, redesigning workflows, and implementing service improvements based on ITIL's Continual Service Improvement (CSI) model.
Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify opportunities for optimization.
Collaborate with IT leadership to identify recurring issues, analyze root causes, and implement long-term solutions.
Ensure that Standard Operating Procedures (SOPs) and ITIL-aligned processes are followed consistently across all Service Desk activities.
Manage major incident communications and ensure timely resolution in coordination with Incident Management protocols.
Review customer feedback and complaints to identify trends and implement preventative measures in alignment with ITIL's Service Level Management and Customer Satisfaction practices.
Ensure the availability of necessary tools, resources, and training to support effective service delivery and staff development.
Oversee the configuration and management of client systems to ensure they meet business requirements and conform to ITIL Configuration Management and industry standards.
Ideal Candidate Profile:
Demonstrates strong time and task management skills in a high-demand environment.
Possesses excellent interpersonal and communication abilities.
Has a proven track record of managing IT support teams and improving service delivery.
Is proficient in leveraging service management tools and data to drive decisions.
Additional Skills & Qualifications
Qualifications:
Minimum of 5 years of experience in IT support or service desk operations, with at least 2 years in a supervisory or managerial role.
Strong understanding of ITIL principles and practices
Proven ability to lead and develop high-performing teams in a fast-paced technical support environment.
Demonstrated experience in managing incident, request, and problem management processes.
Proficiency in service management tools (e.g., Jira Service Management, or similar platform).
Excellent analytical, organizational, and decision-making skills, with a focus on continuous service improvement.
Strong interpersonal and communication skills, with the ability to effectively interact with technical teams, business stakeholders, and end users.
Experience in monitoring and reporting on service desk metrics and KPIs to drive performance and accountability.
Ability to manage escalations and resolve complex technical and customer service issues with professionalism and urgency.
Requirements:
Proven experience managing IT Service Desk operations in a mid-to-large scale enterprise environment.
Strong knowledge of ITIL framework and service management principles; ITIL Foundation certification required.
Demonstrated ability to lead teams in incident, request, and problem management processes.
Experience with service management platforms such as ServiceNow, Jira Service Management, or equivalent.
Ability to analyze service performance data and implement process improvements based on metrics and KPIs.
Excellent communication and interpersonal skills, with the ability to manage escalations and interact effectively with stakeholders at all levels.
Familiarity with SLA and OLA management, and experience ensuring compliance with service delivery standards.
Technical proficiency in desktop support.
Ability to manage resources, tools, and training to support continuous improvement and operational excellence.
Skills
Trouble, Tickets, Tier, active, directory, help, desk, troubleshoot, Service desk, Risk assessment, Help desk, management skills, help desk management, kpi, metrics & analysis, itil, jira, Supervisory skills, Office 365, Active directory
Top Skills Details
Trouble,Tickets,Tier,active,directory,help,desk,troubleshoot,Service desk,Risk assessment,Help desk,management skills,help desk management,kpi,metrics & analysis,itil
Pay and Benefits
The pay range for this position is $50.00 - $62.48/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)
Workplace Type
This is a fully onsite position in Orlando,FL.
Application Deadline
This position is anticipated to close on Oct 8, 2025.
>About TEKsystems:
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.
Description
Client is seeking a highly skilled and experienced Service Desk Manager to lead and oversee the operations of the Enterprise IT Service Desk. This role is based in Orlando, Florida and operates within a dynamic, fast-paced, and diverse environment. The ideal candidate will possess strong leadership capabilities, technical acumen, and a commitment to delivering exceptional IT support services.
Key Responsibilities:
Manage the day-to-day operations of the Service Desk, ensuring timely and effective support for end users across the enterprise.
Oversee both first and second-level support functions, including desk-side services and corporate.
Ensure service delivery aligns with established Service Level Agreements (SLAs) and organizational standards.
Apply critical thinking and problem-solving skills to resolve complex technical issues and improve service outcomes.
Communicate technical problems and solutions clearly and concisely to both technical and non-technical stakeholders.
Monitor and report on service desk performance metrics, identifying trends and implementing continuous improvement initiatives.
Ensure adherence to ITIL-aligned processes, including Incident Management, Request Fulfillment, and Problem Management.
Provide leadership, coaching, and development opportunities to Service Desk staff to foster a high-performance team culture.
Job Responsibilities (Aligned with ITIL Framework):
Manage and coordinate Service Desk operations in accordance with ITIL best practices, ensuring standardization and efficient handling of incidents, service requests, and escalations.
Lead the planning, prioritization, and assignment of tasks to Service Desk staff to support consistent and high-quality service delivery.
Continuously improve customer service processes by conducting regular evaluations, redesigning workflows, and implementing service improvements based on ITIL's Continual Service Improvement (CSI) model.
Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify opportunities for optimization.
Collaborate with IT leadership to identify recurring issues, analyze root causes, and implement long-term solutions.
Ensure that Standard Operating Procedures (SOPs) and ITIL-aligned processes are followed consistently across all Service Desk activities.
Manage major incident communications and ensure timely resolution in coordination with Incident Management protocols.
Review customer feedback and complaints to identify trends and implement preventative measures in alignment with ITIL's Service Level Management and Customer Satisfaction practices.
Ensure the availability of necessary tools, resources, and training to support effective service delivery and staff development.
Oversee the configuration and management of client systems to ensure they meet business requirements and conform to ITIL Configuration Management and industry standards.
Ideal Candidate Profile:
Demonstrates strong time and task management skills in a high-demand environment.
Possesses excellent interpersonal and communication abilities.
Has a proven track record of managing IT support teams and improving service delivery.
Is proficient in leveraging service management tools and data to drive decisions.
Additional Skills & Qualifications
Qualifications:
Minimum of 5 years of experience in IT support or service desk operations, with at least 2 years in a supervisory or managerial role.
Strong understanding of ITIL principles and practices
Proven ability to lead and develop high-performing teams in a fast-paced technical support environment.
Demonstrated experience in managing incident, request, and problem management processes.
Proficiency in service management tools (e.g., Jira Service Management, or similar platform).
Excellent analytical, organizational, and decision-making skills, with a focus on continuous service improvement.
Strong interpersonal and communication skills, with the ability to effectively interact with technical teams, business stakeholders, and end users.
Experience in monitoring and reporting on service desk metrics and KPIs to drive performance and accountability.
Ability to manage escalations and resolve complex technical and customer service issues with professionalism and urgency.
Requirements:
Proven experience managing IT Service Desk operations in a mid-to-large scale enterprise environment.
Strong knowledge of ITIL framework and service management principles; ITIL Foundation certification required.
Demonstrated ability to lead teams in incident, request, and problem management processes.
Experience with service management platforms such as ServiceNow, Jira Service Management, or equivalent.
Ability to analyze service performance data and implement process improvements based on metrics and KPIs.
Excellent communication and interpersonal skills, with the ability to manage escalations and interact effectively with stakeholders at all levels.
Familiarity with SLA and OLA management, and experience ensuring compliance with service delivery standards.
Technical proficiency in desktop support.
Ability to manage resources, tools, and training to support continuous improvement and operational excellence.
Skills
Trouble, Tickets, Tier, active, directory, help, desk, troubleshoot, Service desk, Risk assessment, Help desk, management skills, help desk management, kpi, metrics & analysis, itil, jira, Supervisory skills, Office 365, Active directory
Top Skills Details
Trouble,Tickets,Tier,active,directory,help,desk,troubleshoot,Service desk,Risk assessment,Help desk,management skills,help desk management,kpi,metrics & analysis,itil
Pay and Benefits
The pay range for this position is $50.00 - $62.48/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)
Workplace Type
This is a fully onsite position in Orlando,FL.
Application Deadline
This position is anticipated to close on Oct 8, 2025.
>About TEKsystems:
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.