Service Desk Manager

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

help desk management, technical leadership, incident management, troubleshooting software, management skills, Customer service, Troubleshooting, Help desk support, Help desk, Service desk, Servicenow, 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

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)

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.