IT Helpdesk Manager - (Previous MSP Experience Needed)

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 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)

Job Type & Location

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

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

This is a fully onsite position in Phoenix,AZ.

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 p