Help Desk Lead: SLA‑Focused Support Ops

TEKsystems; Huntsville (AL); Hybrid; USD 45,000 - 52,000; Full time

Benefits offered by this job

Medical, dental & vision

Time Off/PTO

401(k) retirement plan

Job summary

TEKsystems in Huntsville, AL is seeking a Help Desk Supervisor for a contract role. You will oversee daily help desk operations, supervise specialists, review tickets for accuracy, and ensure service levels are met across the organization.

This position requires strong leadership, experience with ticketing systems and ITSM, and a customer-focused mindset. The role is hybrid, located in Huntsville, with pay $33.00–$37.96 per hour and typical benefits for contract staff.

Qualifications

• Bachelor's degree in a technical discipline or equivalent experience.
• Experience supervising a technical support/help desk team.
• Understanding of help desk operations, ticketing and ITSM.
• Excellent customer service skills.

Responsibilities

• Oversee daily Help Desk operations and ensure high-quality support.
• Supervise Help Desk Specialists, assign work, monitor performance and coach.
• Review tickets for accuracy, completeness and SLAs.
• Monitor queues, prioritize issues and ensure timely resolutions.
• Develop schedules for full coverage, including after-hours if needed.
• Escalate complex issues and act as point of escalation.
• Identify trends and support process improvements and knowledge base updates.
• Maintain Help Desk procedures and operational documentation.
• Collaborate with IT teams to coordinate resolutions and user communications.
• Prepare performance metrics and reports; recommend improvements.
• Assist in hiring, onboarding and training of staff.

Skills

Help desk

Supervisory skills

Help desk support

Customer service

Education

Bachelor's degree in a technical discipline

Job description

TEKsystems in Huntsville, AL is seeking a Help Desk Supervisor for a contract role. You will oversee daily help desk operations, supervise specialists, review tickets for accuracy, and ensure service levels are met across the organization.

This position requires strong leadership, experience with ticketing systems and ITSM, and a customer-focused mindset. The role is hybrid, located in Huntsville, with pay $33.00–$37.96 per hour and typical benefits for contract staff.