Help Desk Manager

Join to apply for the Help Desk Manager role at Compucom Staffing

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.

• 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

• 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., Service Now, Remedy)

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

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.

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

Compucom Staffing™, a division of Compu Com® Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium businesses. For more information, visit .