Service Desk Manager

Description
The Help Desk Manager is responsible for leading our customer multi-tier technical support operations, ensuring exceptional service delivery across incident management, request fulfillment, and customer support channels. This role oversees Help Desk Supervisors and support staff while driving operational excellence in a fast-paced, ISO-certified, ITIL-aligned environment.
The ideal candidate is a strong people leader with experience managing technical support teams, enforcing service standards, optimizing workflows, and improving customer satisfaction. Success in this role requires strong operational discipline, leadership presence, analytical thinking, and hands-on experience with ServiceNow or similar ticketing platforms.
Responsibilities:
Lead and manage multi-tier Help Desk and technical support teams
Oversee daily operations across phone, email, chat, and ticketing queues
Ensure SLA compliance and timely resolution of incidents and service requests
Monitor workload distribution, staffing levels, queue health, and escalation management
Coach, mentor, and develop supervisors and technical support personnel
Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
Support workforce planning, scheduling, hiring, onboarding, and performance management
Ensure proper documentation, knowledge management, and process consistency
Participate in incident reviews, root cause analysis, and corrective action planning
Top Skills
help desk management, technical leadership, incident management, troubleshooting software, management skills, Customer service, Troubleshooting, Help desk support, Help desk, Service desk, Servicenow
Additional Skills & Qualifications
Qualifications:
5+ years of Help Desk, Service Desk, or Technical Support leadership experience
Experience managing supervisors and high-volume support environments
Strong understanding of incident management, escalation management, and service delivery operations
Hands-on experience with ServiceNow or comparable ITSM platforms
Familiarity with ITIL frameworks and structured operational environments
Strong communication, leadership, and organizational skills
Ability to manage competing priorities in a fast-paced environment
Experience with KPI reporting, SLA management, and operational analytics
Bachelor's degree preferred, or equivalent combination of education and experience
Experience Level
Intermediate Level
**Position can sit in Mount Laurel, New Jersey or Lowell Arkansas.**
Job Type & Location
This is a Contract to Hire position based out of Mount Laurel, NJ.
Pay and Benefits
The pay range for this position is $32.00 - $40.00/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)
Workplace Type
This is a fully onsite position in Mount Laurel,NJ.
Application Deadline
This position is anticipated to close on Jun 26, 2026.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.