Help Desk Manager

TEKsystems•Catonsville, MD

11d•$50,000 - $90,000•Hybrid

About The Position

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires: The Delivery Lead is responsible for the overall leadership, direction, and operational performance of a 22-member Service Desk team supporting enterprise IT services in a 24x7 environment. This role provides leadership, coaching, performance management, workforce planning, and operational governance to ensure high levels of customer satisfaction, service quality, and contractual compliance. In addition to Service Desk leadership responsibilities, the Delivery Lead serves as a secondary leader for the Major Incident Management function, providing oversight, support, escalation management, and operational alignment during critical service disruptions. The Delivery Lead partners closely with Major Incident Managers, technical resolver teams, client leadership, and executive stakeholders to drive service restoration, improve operational effectiveness, and support continual service improvement initiatives.

Requirements

5+ years of experience leading Service Desk, IT Support, IT Operations, or similar technical support organizations.
Experience managing teams of 15+ employees in a service delivery environment.
Experience supporting enterprise customers in a multi-tier operational environment.
Experience working within ITIL-based support organizations.
Experience managing escalations and customer-impacting service issues.
Experience presenting operational updates to clients and executive leadership.
Strong people leadership, coaching, and team development capabilities.
Exceptional communication and stakeholder management skills.
Strong understanding of Service Desk operations and service delivery best practices.
Understanding of Major Incident Management processes and service restoration methodologies.
Experience with ITSM platforms such as Ivanti, ServiceNow, or comparable systems.
Strong analytical, reporting, and performance management capabilities.
Ability to lead through ambiguity and make sound operational decisions in high-pressure situations.
Strong organizational and time-management skills.
Ability to balance strategic initiatives with day-to-day operational execution.

Nice To Haves

ITIL Foundation, ITIL Managing Professional, or equivalent certification.
Experience leading Major Incident Management teams or functions.
Prior experience in enterprise Service Desk transformation initiatives.
Experience supporting complex, global IT environments.
Lean Six Sigma certification or continuous improvement experience.
Workforce management and capacity planning experience

Responsibilities

Lead, coach, and develop a team of approximately 22 Service Desk Agents.
Establish clear performance expectations and foster a culture of accountability, collaboration, and customer excellence.
Conduct performance reviews, career development planning, coaching sessions, and employee engagement activities.
Manage workforce scheduling, staffing requirements, and coverage plans to maintain service levels.
Monitor operational metrics and ensure achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.
Drive compliance with incident management, request fulfillment, knowledge management, and ticket handling processes.
Review service performance reporting and identify opportunities to improve customer experience, productivity, and operational efficiency.
Lead operational meetings, client reviews, and internal governance forums.
Collaborate with client stakeholders and senior leadership to address service concerns, risks, trends, and improvement opportunities.
Ensure proper documentation, knowledge management, and process adherence across the Service Desk operation.
Serve as an escalation point for customer-impacting issues and operational challenges.
Exercises flexibility in assuming additional duties, projects, and responsibilities as assigned by leadership to meet evolving business needs and organizational goals.
Provide leadership support and oversight for the Major Incident Management team.
Assist in coordinating response activities during Priority 1 and Priority 2 incidents.
Support Major Incident Managers in stakeholder communications, escalation management, and service restoration efforts.
Participates in major incident bridge calls and executive communications as required.
Monitor major incident performance metrics, communication effectiveness, and restoration timelines.
Collaborate with infrastructure, application, networking, and business teams to improve incident response and recovery processes.
Review post-incident reports, Root Cause Analyses (RCA), and corrective action plans.
Identify recurring service issues and drive continuous improvement initiatives to reduce incident frequency and business impact.
Support organizational readiness for critical outages, major events, and high-risk technology changes.
Provide executive-level reporting on Service Desk and Major Incident performance.
Track service delivery trends, customer experience metrics, SLA attainment, and operational risks.
Drive continuous service improvement programs using data, trend analysis, and customer feedback.
Ensure compliance with ITIL-based Incident, Problem, Change, and Knowledge Management practices.
Develop and maintain operational procedures, standards, and governance controls.
Partner with delivery leadership to support strategic initiatives, organizational change, and service transformation efforts.
Participate in budgeting, staffing, forecasting, and resource planning activities.