"Alerted.org

About the Role

TEKsystems is seeking a skilled IT Service Desk Manager for a direct hire opportunity with a respected local organization. This individual will lead the Service Desk and Field Services teams, ensuring high-quality technical support and operational efficiency across the company’s IT infrastructure.

Key Responsibilities

+ Supervise, train, and mentor IT Service Desk staff

+ Manage daily operations and ensure alignment with business needs

+ Facilitate ticket escalation between Level 1 and Level 2 teams

+ Administer ticketing software and call center systems

+ Analyze performance reports to drive service improvements

+ Coordinate break/fix field service work

+ Troubleshoot basic infrastructure, applications, and POS systems

+ Oversee IT equipment procurement and inventory

+ Provide support for security camera systems and infrastructure

+ Communicate IT incidents and project updates to leadership and staff

+ Manage third-party vendors for IT software, hardware, and cellular services

+ Lead process improvement initiatives

+ Manage Windows imaging and deployment processes

+ Ensure hardware repairs and software installations are completed

+ Coordinate preventive maintenance and scale certifications

+ Maintain documentation and organize service desk workspaces

+ Schedule E-waste pickups and hardware shipments

+ Attend weekly team meetings and 1-on-1s with supervisor

+ Perform other duties as assigned

Additional Skills & Qualifications

+ Strong leadership and communication skills

+ Experience with ticketing systems and IT support workflows

+ Ability to work flexible hours and respond to escalated incidents 24/7

+ Comfortable working in office environments and occasional construction sites (PPE required)

Employee Value Proposition

This is a chance to join a mission-driven organization that values community impact and operational excellence. You’ll play a key role in shaping the IT support experience and driving continuous improvement across the business.

Field Services Scope

The Field Services team under your leadership will be responsible for supporting up to 80 grocery store locations across the island, providing on-site technical support, hardware maintenance, and ensuring smooth IT operations in a fast-paced retail environment.

Business Drivers/Customer Impact

The IT Service Desk Manager is responsible for overseeing daily IT support operations, ensuring timely resolution of technical issues, and leading the Service Desk and Field Services teams in delivering high-quality service. This role includes supervising staff, managing ticketing and call center software, coordinating break/fix field services, and analyzing performance reports to improve operational efficiency. The IT Service Desk Manager will also oversee the IT procurement process, provide support for POS and security systems, and communicate IT incidents and project updates to leadership and end users.

Pay and Benefits

The pay range for this position is $60000.00 - $70000.00/yr.

Medical Plan (HMSA / Kaiser)Prescription Drug PlanDental Plan (HDS)Vision Plan (VSP)Short Term Disability (TDI)Long Term Disability (LTDI)Group Term Life Insurance with Optional Supplemental InsuranceDependent Group Term Life Insurance401K PlanHealth & Dependent Care Flexible Spending AccountsVoluntary Insurance Plans (Life, Disability, Cancer, Accidental)Paid VacationPaid Sick LeavePaid HolidaysDirect Payroll Deposit

Workplace Type

This is a fully onsite position in Honolulu,HI.

Application Deadline

This position is anticipated to close on Sep 19, 2025.

h4>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.