Compucom Staffing ยท 6 hours ago
Help Desk Manager
Tuskegee, AL
Full-time
Onsite
Senior Level
$31.50/hr - $46.20/hr
5+ years expCompucom Staffing is an IT staffing services provider that supports its employees with career guidance and reemployment assistance. They are seeking a qualified Help Desk Manager to oversee daily operations of the help desk team, ensuring effective technical support for end-users and driving continuous improvement in IT support processes.
ConsultingDeliveryInformation TechnologyStaffing Agency
No H1B
Responsibilities
Supervise and mentor onsite help desk technicians
Schedule and allocate resources to ensure coverage and efficiency
Ensure all support requests are logged, tracked, and resolved within agreed SLAs
Act as an escalation point for complex technical issues
Develop and enforce help desk policies and procedures
Monitor ticketing system for trends and recurring issues; implement corrective actions
Maintain high levels of customer satisfaction through effective communication and problem resolution
Conduct regular feedback sessions with end-users to identify improvement areas
Prepare weekly/monthly performance reports on ticket resolution, SLA compliance, and team productivity
Recommend process improvements based on data analysis
Work closely with IT infrastructure, network, and application teams to resolve systemic issues
Coordinate with vendors for hardware/software support when necessary
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
Minimum 5+ years of IT support experience, with at least 2 years in a supervisory role
Strong knowledge of Windows/Mac OS, networking fundamentals, and common enterprise applications
Excellent leadership, communication, and problem-solving skills
Customer-focused mindset with strong interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency in ticketing systems (e.g., ServiceNow, Remedy)
Preferred
ITIL certification
Benefits
Medical insurance
Dental insurance
Vision insurance
Life insurance
AD&D insurance
Disability plans
Employee Assistance Program
Paid holidays (up to 6 days annually)
Paid time off (minimum of 10 days annually)
Paid parental leave (minimum of 10 days annually)
401(k)
FSA/HSA pre-tax benefits
Company
Compucom Staffing
Our mission is to provide exceptional IT talent and scalable staffing solutions that enable our clients to be more agile and productive.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase