IT Service Desk Manager — Contract-to-Hire, Clearance Eligible

Premier Staffing Partners, Inc.; Knoxville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Premier Staffing Partners, Inc. seeks an experienced IT Service Desk Manager to lead day-to-day operations across on‑premises and cloud environments in Knoxville.

You will drive incident resolution, service levels and staff development while partnering with Infrastructure and Cybersecurity teams. The role is a hands-on leadership position requiring strong technical troubleshooting and the ability to guide a technical support team to deliver reliable end-user support.

Qualifications

• Bachelor’s degree in Computer Science or a related technical discipline.
• 10+ years IT experience in a mid-to-large enterprise environment.
• 5+ years IT Service Desk Lead or Management experience.
• Experience leading technical support personnel and Service Desk operations.
• Experience supporting Microsoft-based enterprise environments, including Microsoft 365 and Azure.
• Strong understanding of incident management, SLAs, ticket queues and metrics.
• Working knowledge of desktop, server, networking and general IT infrastructure support.
• Strong communication, leadership, troubleshooting and customer service skills.

Responsibilities

• Lead daily IT Service Desk operations and support staff.
• Manage incident prioritization, escalation, and resolution workflows.
• Monitor queues, service levels, response times and overall performance.
• Provide coaching, training and development to Service Desk members.
• Manage performance, objectives and staffing needs.
• Serve as escalation point for complex desktop, server, network and end-user issues.
• Provide Tier 2 technical support as needed for escalations and outages.
• Monitor and troubleshoot physical and virtual network environments.
• Prepare Service Desk metrics and reports for IT leadership.
• Partner with Infrastructure and Cybersecurity on IT projects and changes.
• Maintain documentation to support audits and compliance.
• Use trend analysis to reduce recurring issues and improve first-contact resolution.

Skills

Leadership

Communication

Troubleshooting

Customer service

Education

Bachelor's degree in Computer Science or related technical discipline

Tools

Microsoft 365

Azure

Job description

Premier Staffing Partners, Inc. seeks an experienced IT Service Desk Manager to lead day-to-day operations across on‑premises and cloud environments in Knoxville.

You will drive incident resolution, service levels and staff development while partnering with Infrastructure and Cybersecurity teams. The role is a hands-on leadership position requiring strong technical troubleshooting and the ability to guide a technical support team to deliver reliable end-user support.