TEKsystems · 12 hours ago
Service Desk Manager
Middletown, OH
Contract
Onsite
Mid Level
$32/hr - $37/hrTEKsystems is a leading provider of business and technology services, and they are seeking a Service Desk Manager to oversee the daily operations of the IT Service Desk. This role ensures high-quality technical support is delivered to end-users and involves managing IT Service Management processes and collaborating across teams to meet service level commitments.
Information Technology
Responsibilities
Supervises and coordinates day-to-day activities of the IT Service Desk team
Monitors ticket queues, workload distribution, and SLA adherence to ensure timely issue resolutions
Provides leadership, coaching, and mentoring to Service Desk Analysts
Serves as an escalation point for complex or high-impact technical issues
Analyzes trends in issues and incidents to identify root causes and opportunities for improvement
Develops, documents, and maintains Service Desk procedures and knowledge base articles
Collaborates with other IT teams to escalate and resolves recurring or critical system problems
Facilitates onboarding and ongoing training to ensure team members are up to date with technologies and support practices
Prepares and delivers reports on Service Desk metrics, team performance, and opportunities for improvement
Establishes and maintains effective inventory control procedures to ensure IT resources align with business needs, delivering the right assets at the right time to avoid both excess and shortfall
Manages relationships with vendors and service providers, ensuring they meet service level agreements and delivers quality services
Manages internet, voice, wireless, and conferencing services
Supports the service deliveries at job sites limited to the Service Desk scope (workplaces, printers, mobile devices, etc.)
Oversees Service Desk support analysts, ensuring they are effectively supporting National offices’ needs and adhering to company standards
Develops and enforces standardized procedures and best practices for national support activities
Coordinates and manages travel for support analysts as needed to support business unit offices
Collaborates with key stakeholders, including executives, department leaders, and IT teams, to align services with organizational needs
Partners with business partners (BPs) to understand and capture demands for IT services, ensuring alignment with business objectives
Qualification
Required
Service desk
Help desk
Service delivery
ITIL
Ticketing system
Management skills
Technical support
Process improvement
Supervises and coordinates day-to-day activities of the IT Service Desk team
Monitors ticket queues, workload distribution, and SLA adherence to ensure timely issue resolutions
Provides leadership, coaching, and mentoring to Service Desk Analysts
Serves as an escalation point for complex or high-impact technical issues
Analyzes trends in issues and incidents to identify root causes and opportunities for improvement
Develops, documents, and maintains Service Desk procedures and knowledge base articles
Collaborates with other IT teams to escalate and resolves recurring or critical system problems
Facilitates onboarding and ongoing training to ensure team members are up to date with technologies and support practices
Prepares and delivers reports on Service Desk metrics, team performance, and opportunities for improvement
Establishes and maintains effective inventory control procedures to ensure IT resources align with business needs, delivering the right assets at the right time to avoid both excess and shortfall
Manages relationships with vendors and service providers, ensuring they meet service level agreements and delivers quality services
Manages internet, voice, wireless, and conferencing services
Supports the service deliveries at job sites limited to the Service Desk scope (workplaces, printers, mobile devices, etc.)
Oversees Service Desk support analysts, ensuring they are effectively supporting National offices' needs and adhering to company standards
Develops and enforces standardized procedures and best practices for national support activities
Coordinates and manages travel for support analysts as needed to support business unit offices
Collaborates with key stakeholders, including executives, department leaders, and IT teams, to align services with organizational needs
Partners with business partners (BPs) to understand and capture demands for IT services, ensuring alignment with business objectives
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
Morningstar.com
2026-02-03
2025-11-19
2025-10-29
Company data provided by crunchbase