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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Assistant Manager - Help Desk Services - **Company:** Kalleo Technologies, LLC - **Location:** Paducah, KY, United States - **Salary:** $45,000.0 - $55,000.0 - **Contract:** Temporary contract - **Skills:** Collaborative Software, Issue Tracking Systems, Queue Management Systems - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6ea128314a621697 ## About the Role * 3+ years of help desk, technical support, or IT service experience, including 1+ years in a lead, senior, or supervisory capacity. * Strong working knowledge of ticketing systems, phone/queue management, and collaboration tools (e.g., Microsoft Teams). * Demonstrated ability to coach, train, and develop technical staff. * Excellent verbal and written communication skills, with comfort presenting metrics and updates to clients and leadership. * Strong organizational skills and the ability to manage scheduling, coverage, and competing priorities. * Customer-service orientation with a focus on speed, quality, and professionalism. * Willingness and availability to serve as an after-hours on-call resource. ## Description The Help Desk Services (HDS) Assistant Manager is responsible for the day-to-day operational performance of the help desk team. This role keeps phone queues, ticketing, and chat channels running smoothly during business hours; develops and supports technicians; manages staffing and coverage; partners with clients and internal stakeholders; and serves as a subject matter expert across all HDS processes and workflows. The Assistant Manager also acts as an after-hours on-call management resource. Reporting Structure Reports to the Help Desk Services Manager. Provides day-to-day leadership and support to help desk technicians., Service Operations & Monitoring * Actively monitor phone queues, ticketing systems, and chat channels (threads and Teams collaborations) during business hours to ensure calls and tickets are handled in a friendly, fast, and competent manner. * Assist technicians who are unable to access or use HDS tools, who do not understand standard processes or procedures, or who have been directed by a runbook to contact management. Client Engagement & Reporting * Attend client meetings and present call statistics and information on technicians, processes, and related topics. * Pull and report monthly performance metrics. * Monitor email and Teams to gather information for management, sales, and clients. * Address client complaints by coaching technicians, and inform account management and clients of how issues were resolved. Recruiting & Staffing * Create job postings, monitor for and evaluate candidates, and schedule and conduct interviews. Onboarding & Offboarding * Facilitate onboarding, including submitting forms, ensuring hardware and basic systems are set up, and provisioning client accounts. * Train new hires on anything not covered by standard core training (e.g., basic toolsets and client workflows). * Enter offboarding forms. Scheduling & Coverage * Plan and submit team coverage, including additional holiday coverage. * Accommodate, approve, and track PTO, sick time, and other time-off requests. Training & Development * Schedule training and ensure technicians complete it for new processes and clients. * Identify gaps in technician training and documentation, and resolve them or escalate to the appropriate resource (technical trainer or service delivery). * Coach technicians on performance issues. Process & Systems Improvement * Provide testing and input on new HDS systems. * Become and remain a subject matter expert in all HDS processes and workflows. On-Call / After-Hours Coverage * Serve as the on-call management resource during evenings, weekends, and holidays. 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