Help Desk Manager

TEKsystems•Honolulu, HI

12d•$50 - $65•Hybrid

About The Position

The Help Desk Manager is responsible for overseeing daily Help Desk operations, ensuring high-quality incident and service request management, and driving continuous service improvement. This role provides direction and leadership to Help Desk staff, manages assigned resources, and ensures performance standards are met. The Help Desk Manager also serves as the primary escalation point for major incidents and plays a key role in process development, training, and operational reporting.

Requirements

Demonstrated experience managing a Help Desk or Service Desk environment.
Strong customer service orientation with the ability to manage escalated issues professionally.
Proven troubleshooting and problem-resolution skills.
Working knowledge of basic Welfare Eligibility System functionality.
Experience using ServiceNow and Jira for incident and service request tracking.
Ability to analyze performance metrics and generate operational reports.
Strong verbal and written communication skills.
Ability to prioritize tasks and manage multiple activities in a fast-paced environment.
Strong leadership, coaching, and team development skills.
Ability to initiate and manage major incident communications effectively.
Responsible for managing Help Desk resources efficiently within assigned budget parameters.
Monitor staffing utilization to ensure cost-effective service delivery.
Provide input regarding resource planning and budget needs for Help Desk operations.
Directly supervise Help Desk staff.
Provide training, mentoring, and performance feedback.
Conduct performance evaluations in accordance with organizational policies.
Participate in hiring, onboarding, and staffing decisions for Help Desk personnel.
Ensure staff adherence to policies, procedures, and service standards.
Bachelor’s or master’s degree in a relevant field, such as Information Technology, Computer Science, and Business Administration.
Bachelor’s degree in Information Technology, Business Administration, or a related field preferred (or equivalent combination of education and experience). Minimum of 5 years of experience in a Help Desk or IT support environment.
Minimum of 1–2 years of supervisory or team leadership experience.
Experience with ServiceNow and Jira required.
Experience with Welfare Eligibility Systems preferred.
ITIL certification or relevant service management certification preferred.

Responsibilities

Provide direction, leadership, and guidance for all Help Desk activities.
Manage day-to-day Help Desk operations, ensuring timely and effective resolution of incidents and service requests.
Take overall responsibility for incident and service request handling.
Initiate and manage communication during major incident escalations in accordance with the Escalation Process Guide.
Monitor Help Desk performance metrics and prepare regular performance reports.
Manage and allocate resources assigned to the Help Desk to ensure optimal coverage and service levels.
Train, mentor, and support Help Desk staff to enhance performance and service quality.
Develop, document, and maintain Help Desk processes and procedures.
Recommend and implement continuous service improvements.
Ensure compliance with organizational policies, service level agreements (SLAs), and operational standards.
Support troubleshooting and resolution of technical and system-related issues, including Welfare Eligibility System functionality.
Other duties assigned.