Help Desk Manager

Job TitleJob DescriptionDAILY RESPONSIBILITIES Monitor and respond quickly and effectively to requests received through the IT helpdesk. Manage the operation and organization of the Helpdesk. Conduct performance evaluations to monitor delivered results from the Helpdesk. Attend team meetings with technical staff. Mentor, coach and develop team members. Document internal procedures. Ask educated questions and listen to customers to determine root cause of issues. Become a technical escalation for IT team members. Train incoming staff. Report significant and recurring issues to the tier-1-2-3 support team. Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. Advise team members on appropriate actions. Follow standard help desk procedures. Follow up with customers and users to ensure complete resolution of issues. Redirect problems to correct resource. Contribute to improving customer support by actively responding to queries and handling complaints Evaluate and review the overall performance of the Helpdesk thru KPI's. Develop, evaluate and implement KPI's. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports. Inform management of recurring problems. Stay current with system information, changes, and updates. Help update training manuals for new and revised software and hardware. Develop a positive working environment. Provide great customer experience. Ensure customer services is timely and accurate daily. Communicate, work, and collaborate with different stakeholders (Technicians, Customers, Technical Account Managers, and Sales Representatives)Skills Service desk, supervisory skills, Help desk support, TroubleshootingAdditional Skills & Qualifications Potential MSP in the Phoenix marketplace that could be recruited from for candidates include: iT1 MicroAge Trapp Technology Infinity Solutions cloudIT Total Networks Executech Intelligent Technical Solutions ( ITS )Experience Level Entry LevelJob Type & Location This is a Permanent position based out of Phoenix, AZ.Pay and Benefits The pay range for this position is $48.00 – $58.00/hr. 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. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: – 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)Workplace Type This is a fully onsite position in Phoenix,AZ.Application Deadline This position is anticipated to close on Aug 28, 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.