What are the responsibilities and job description for the Help Desk Manager position at Jobs via Dice?
Aloha! One of our clients is seeking a Help Desk Manager to join their team!
Position Summary
The Help Desk Manager is responsible for overseeing daily Help Desk operations, ensuring high-quality incident and service request management, and driving continuous service improvement. This role provides direction and leadership to Help Desk staff, manages assigned resources, and ensures performance standards are met. The Help Desk Manager also serves as the primary escalation point for major incidents and plays a key role in process development, training, and operational reporting.
Essential Job Functions
Provide direction, leadership, and guidance for all Help Desk activities.
Manage day-to-day Help Desk operations, ensuring timely and effective resolution of incidents and service requests.
Take overall responsibility for incident and service request handling.
Initiate and manage communication during major incident escalations in accordance with the Escalation Process Guide.
Monitor Help Desk performance metrics and prepare regular performance reports.
Manage and allocate resources assigned to the Help Desk to ensure optimal coverage and service levels.
Train, mentor, and support Help Desk staff to enhance performance and service quality.
Develop, document, and maintain Help Desk processes and procedures.
Recommend and implement continuous service improvements.
Ensure compliance with organizational policies, service level agreements (SLAs), and operational standards.
Support troubleshooting and resolution of technical and system-related issues, including Welfare Eligibility System functionality.
Other duties assigned.
Required Skills And Abilities
Demonstrated experience managing a Help Desk or Service Desk environment.
Strong customer service orientation with the ability to manage escalated issues professionally.
Proven troubleshooting and problem-resolution skills.
Working knowledge of basic Welfare Eligibility System functionality.
Experience using ServiceNow and Jira for incident and service request tracking.
Ability to analyze performance metrics and generate operational reports.
Strong verbal and written communication skills.
Ability to prioritize tasks and manage multiple activities in a fast-paced environment.
Strong leadership, coaching, and team development skills.
Ability to initiate and manage major incident communications effectively.
Financial Responsibilities
Responsible for managing Help Desk resources efficiently within assigned budget parameters.
Monitor staffing utilization to ensure cost-effective service delivery.
Provide input regarding resource planning and budget needs for Help Desk operations.
Supervisory Responsibilities
Directly supervise Help Desk staff.
Provide training, mentoring, and performance feedback.
Conduct performance evaluations in accordance with organizational policies.
Participate in hiring, onboarding, and staffing decisions for Help Desk personnel.
Ensure staff adherence to policies, procedures, and service standards.
Education
Bachelor's or master's degree in a relevant field, such as Information Technology, Computer Science, and Business Administration.
Experience And Qualifications
Bachelor's degree in Information Technology, Business Administration, or a related field preferred (or equivalent combination of education and experience). Minimum of 5 years of experience in a Help Desk or IT support environment.
Minimum of 1-2 years of supervisory or team leadership experience.
Experience With ServiceNow And Jira Required.
Experience with Welfare Eligibility Systems preferred.
ITIL certification or relevant service management certification preferred.
Position Type/Expected Hours of Work
This is a Full-time position. Days and hours of work are standard business hours. Occasional evening and weekend work may be required as job duties demand.
There are different levels to this role, so if career growth is also something of interest, there is a career ladder to greater roles!
Job Type & Location
This is a Permanent position based out of Honolulu, HI.
Pay And Benefits
The pay range for this position is $30.00 - $38.00/hr.
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 hybrid position in Honolulu,HI.
Application Deadline
This position is anticipated to close on Mar 31, 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.
Position Summary
The Help Desk Manager is responsible for overseeing daily Help Desk operations, ensuring high-quality incident and service request management, and driving continuous service improvement. This role provides direction and leadership to Help Desk staff, manages assigned resources, and ensures performance standards are met. The Help Desk Manager also serves as the primary escalation point for major incidents and plays a key role in process development, training, and operational reporting.
Essential Job Functions
Provide direction, leadership, and guidance for all Help Desk activities.
Manage day-to-day Help Desk operations, ensuring timely and effective resolution of incidents and service requests.
Take overall responsibility for incident and service request handling.
Initiate and manage communication during major incident escalations in accordance with the Escalation Process Guide.
Monitor Help Desk performance metrics and prepare regular performance reports.
Manage and allocate resources assigned to the Help Desk to ensure optimal coverage and service levels.
Train, mentor, and support Help Desk staff to enhance performance and service quality.
Develop, document, and maintain Help Desk processes and procedures.
Recommend and implement continuous service improvements.
Ensure compliance with organizational policies, service level agreements (SLAs), and operational standards.
Support troubleshooting and resolution of technical and system-related issues, including Welfare Eligibility System functionality.
Other duties assigned.
Required Skills And Abilities
Demonstrated experience managing a Help Desk or Service Desk environment.
Strong customer service orientation with the ability to manage escalated issues professionally.
Proven troubleshooting and problem-resolution skills.
Working knowledge of basic Welfare Eligibility System functionality.
Experience using ServiceNow and Jira for incident and service request tracking.
Ability to analyze performance metrics and generate operational reports.
Strong verbal and written communication skills.
Ability to prioritize tasks and manage multiple activities in a fast-paced environment.
Strong leadership, coaching, and team development skills.
Ability to initiate and manage major incident communications effectively.
Financial Responsibilities
Responsible for managing Help Desk resources efficiently within assigned budget parameters.
Monitor staffing utilization to ensure cost-effective service delivery.
Provide input regarding resource planning and budget needs for Help Desk operations.
Supervisory Responsibilities
Directly supervise Help Desk staff.
Provide training, mentoring, and performance feedback.
Conduct performance evaluations in accordance with organizational policies.
Participate in hiring, onboarding, and staffing decisions for Help Desk personnel.
Ensure staff adherence to policies, procedures, and service standards.
Education
Bachelor's or master's degree in a relevant field, such as Information Technology, Computer Science, and Business Administration.
Experience And Qualifications
Bachelor's degree in Information Technology, Business Administration, or a related field preferred (or equivalent combination of education and experience). Minimum of 5 years of experience in a Help Desk or IT support environment.
Minimum of 1-2 years of supervisory or team leadership experience.
Experience With ServiceNow And Jira Required.
Experience with Welfare Eligibility Systems preferred.
ITIL certification or relevant service management certification preferred.
Position Type/Expected Hours of Work
This is a Full-time position. Days and hours of work are standard business hours. Occasional evening and weekend work may be required as job duties demand.
There are different levels to this role, so if career growth is also something of interest, there is a career ladder to greater roles!
Job Type & Location
This is a Permanent position based out of Honolulu, HI.
Pay And Benefits
The pay range for this position is $30.00 - $38.00/hr.
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 hybrid position in Honolulu,HI.
Application Deadline
This position is anticipated to close on Mar 31, 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.
Salary : $30 - $38