IT Helpdesk Manager - (Previous MSP Experience Needed)

TEKsystems; United States; On-site; USD 66,000 - 80,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) plan

Life Insurance

PTO / Vacation

Job summary

TEKsystems is seeking an experienced IT Help Desk Manager for its Phoenix area MSP operations. The role focuses on leading a Help Desk team, improving service levels, and coordinating with technical and sales staff to deliver exceptional support.

You will monitor performance, mentor staff, and drive process improvements. The ideal candidate has MSP management experience, a strong technical background in IT service desk, and a proven track record managing 5–10+ personnel.

Qualifications

• 2+ years in management/supervisory Help Desk environments.
• MSP/Managed Services experience, preferably at a managerial level.
• Background in IT service desk/IT help desk roles.
• Experience supervising 5-10+ staff.

Responsibilities

• Monitor and respond to Help Desk requests promptly and effectively.
• Oversee the operation and organization of the Help Desk.
• Conduct performance evaluations and provide coaching to staff.
• Mentor, coach, and develop team members; document procedures.
• Serve as a technical escalation for team members and train new staff.
• Report recurring issues to the Tier 1-3 support teams; track resolutions.
• Develop KPIs and reporting; identify patterns for process improvements.

Skills

Management experience

MSP experience

IT service desk background

Team leadership 5-10 people

Job description

Looking for an experienced IT Help Desk Manager for our MSP / Managed Service Provider here in the Phoenix area.

Top Skills Details

• 2+ years in Management / Supervisory Help Desk /Service Desk envioronment
• Previous technical background in IT Service desk / IT help Desk experience
• MUST have MSP / Managed Services experience, ideally management
• Previous experience managing 5-10+ people

Job Description:

• 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 escalation 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)

Job Type & Location

This is a Contract to Hire position based out of Phoenix, AZ.

Pay and Benefits

The pay range for this position is $48.00 - $58.00/hr.

Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable 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 26, 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.