Help Desk Manager

Description 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. Key Responsibilities Service Desk Leadership (Primary Responsibility) 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. Major Incident Management Leadership (Secondary Responsibility) 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. Operational Management & Governance 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. Required Qualifications Experience 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. Knowledge & Skills 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. Preferred Qualifications 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 Additional Skills & Qualifications Must be onsite in Catonsville, MD 2 days per week Experience Level Entry Level Job Type & Location This is a Permanent position based out of Catonsville, MD. Pay and Benefits The pay range for this position is $50000.00 - $90000.00/yr. 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. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Medical, Dental, and Vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life and AD&D for 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) Workplace Type This is a hybrid position in Catonsville,MD. Application Deadline This position is anticipated to close on Sep 25, 2026. About TEKsystems 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. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services 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. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEK Systems