New

Service Desk Manager

TEKsystems
$60,000.00 - $70,000.00 / yr
life insurance, paid holidays, sick time, short term disability, long term disability, 401(k)
United States, Hawaii, Honolulu
Sep 07, 2025
Aloha! One of Hawaii's local grocery retailers has an exciting opening for a Service Desk Manager! 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. Description Supervise, train, and mentor IT Service Desk staff to ensure effective and professional service delivery. Manage daily operations of the Service Desk and ensure adherence to business requirements. Facilitate the ticket escalation process between Level 1 and Level 2 teams. Manage and administer ticketing software and call center systems to ensure optimal performance. Review and analyze performance reports from ticketing and phone systems to drive service improvements. Coordinate and oversee break/fix field service work. Assist with basic troubleshooting for IT infrastructure, applications, and POS systems and escalate issues to Level 2 teams as necessary. Oversee IT equipment procurement and inventory management. Provide technical support for security camera systems and associated infrastructure. Communicate IT emergencies, outages, and project-related updates to leadership and employees. Manage third party vendors that provide IT software and hardware services for the company Identify and implement process improvements to enhance IT support services. Manage cellular service providers that are used for corporate cellular phones and hotspot devices. Top Requirements* Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience. * 5+ years of IT support experience with at least 2 years in a supervisory or managerial capacity. * Experience managing Service Desk operations, including ticketing and call center software platforms. * 1 or more years of low-voltage cabling experience preferred * Equivalent combination of education/experience. Additional Skills & Qualifications Attend and participate in weekly team meetings and 1 on 1 sessions with supervisor. Manage Windows imaging and deployment process based on specified company configurations. Ensure hardware equipment repairs are done by team Perform software installations, updates, and troubleshooting. Oversee preventive maintenance and scale certification at store locations. Provide training and guidance to Service Desk members. Documentation creation and upkeep. Coordinate service desk staff to prepare, pack, and ship hardware. Schedule E-waste pickups. Coordinate service desk staff on organizing, and maintaining the service desk work area. Other duties as assigned. Must have Valid Driver's License TB Clearance Required CompTIA A+, CompTIA Network + or similar technical certification preferred. Work-site Environment -On-site Interview Process 2 step (in-person or virtual) Pay and Benefits The pay range for this position is $60000.00 - $70000.00/yr. Medical Plan (HMSA / Kaiser) Prescription Drug Plan Dental Plan (HDS) Vision Plan (VSP) Short Term Disability (TDI) Long Term Disability (LTDI) Group Term Life Insurance with Optional Supplemental Insurance Dependent Group Term Life Insurance 401K Plan Health & Dependent Care Flexible Spending Accounts Voluntary Insurance Plans (Life, Disability, Cancer, Accidental) Paid Vacation Paid Sick Leave Paid Holidays Direct Payroll Deposit Workplace Type This is a fully onsite position in Honolulu,HI. Application Deadline This position is anticipated to close on Sep 20, 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.