IT Help Desk Manager

Need to hire an IT Help Desk Manager on a 4 month contract to hire basis. This will be on site in Mount Laurel, NJ. The shift is 2 p.m. to 11 p.m. Monday through Friday. The Help Desk Manager is responsible for leading our customer’s 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., * 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

Communication KPI Reporting Issue Tracking Customer Service Customer Support Technical Support Help Desk Support ISO/IEC Standards Service Standards Business Valuation Workforce Planning Workflow Management Root Cause Analysis Employee Onboarding Incident Management Analytical Thinking Knowledge Management Technical Leadership IT Service Management Escalation Management Full Stack Development Operational Excellence Artificial Intelligence Business Transformation Service Level Management Continuous Improvement Process, * 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, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Communication KPI Reporting Issue Tracking Customer Service Customer Support Technical Support Help Desk Support ISO/IEC Standards Service Standards Business Valuation Workforce Planning Workflow Management Root Cause Analysis Employee Onboarding Incident Management Analytical Thinking Knowledge Management Technical Leadership IT Service Management Escalation Management Full Stack Development Operational Excellence

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., 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.