• Help Desk Manager

    CompuCom (Tuskegee, AL)


    At CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) **,** you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

     

    Our client is currently seeking a qualified **Help Desk Manager** to join their team **onsite** in Tuskegee, AL and provide end-user support. The Manager is responsible for overseeing daily operations of the help desk team, ensuring timely and effective technical support for end-users. This role involves managing staff, monitoring performance, maintaining service level agreements (SLAs), and driving continuous improvement in IT support processes.

    Duties and Responsibilities** **:

    + Supervise and mentor onsite help desk technicians

    + Schedule and allocate resources to ensure coverage and efficiency

    + Ensure all support requests are logged, tracked, and resolved within agreed SLAs

    + Act as an escalation point for complex technical issues

    + Develop and enforce help desk policies and procedures

    + Monitor ticketing system for trends and recurring issues; implement corrective actions

    + Maintain high levels of customer satisfaction through effective communication and problem resolution

    + Conduct regular feedback sessions with end-users to identify improvement areas

    + Prepare weekly/monthly performance reports on ticket resolution, SLA compliance, and team productivity

    + Recommend process improvements based on data analysis

    + Work closely with IT infrastructure, network, and application teams to resolve systemic issues

    + Coordinate with vendors for hardware/software support when necessary

    Skills and Qualifications** **:

    + Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

    + Minimum 5+ years of IT support experience, with at least 2 years in a supervisory role

    + Strong knowledge of Windows/Mac OS, networking fundamentals, and common enterprise applications

    + Excellent leadership, communication, and problem-solving skills

    + ITIL certification preferred

    + Customer-focused mindset with strong interpersonal skills

    + Ability to manage multiple priorities in a fast-paced environment

    + Proficiency in ticketing systems (e.g., ServiceNow, Remedy)

    **Wage Range** :

     

    The rate for this position is between **$31.50 - $46.20 per hour.** Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

    Benefits** **:

    The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

     

    The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

     

    W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.

     

    CompucomStaffing (https://www1.jobdiva.com/portal/?a=xpjdnwd96pfzndejt5orrp7btv1uj90471yr05agwnk9h3kdkxgy44xuptw0m44x&compid=0#/) ™, a division of CompuCom® Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit **www.compucom.com** .

     

    CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.