IT Help Desk Manager

Job Description Job Description We’re looking for a hands-on IT Help Desk Services Manager to lead end-user support operations and drive help desk excellence across our organization. This is an onsite contract-to-hire opportunity based in Knoxville, TN, ideal for a service-driven leader who thrives in a fast-paced, people-focused tech environment. What You’ll Do Lead help desk operations, ensuring high-quality support for Windows, Office 365, VPN, and network-related issues Manage ITSM processes including Incident, Problem, Change, Knowledge, Asset, and Configuration Management Track and report KPIs and SLAs, and identify areas for continuous improvement Own and evolve ITSM tools and service delivery workflows Mentor team members, set performance goals, and promote a high-performing service culture Oversee end-user device management, license tracking, and full asset lifecycle Collaborate with business units across locations to align IT support with operational goals Manage vendor performance and escalate critical service issues to ensure service levels are met What You Bring Proven experience managing IT Help Desk teams or end-user support functions Strong troubleshooting skills across Windows 10/11, Office 365, remote access, and common hardware/software issues Familiarity with ITIL and ITSM principles (certification preferred) Excellent communication and people leadership skills A mindset focused on service, accountability, and process improvement Bonus Skills ITIL Certification or hands-on experience with ITSM platforms Experience supporting multi-site or hybrid work environments Demonstrated success in improving SLA adherence and user satisfaction Company Description StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture. Founded in 2003, StaffSource now has a 20 year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere. Company Description StaffSource is committed to creating long-term partnerships where we can truly affect both clients’ and candidates’ lives for the better. Our success is rooted in matching talented professionals with environments that suit their goals, personalities, lifestyles, and skills. A perfect placement allows candidates to thrive in their new role and hiring managers to fill their openings with top talent that aligns with both the needs of their team and the company’s culture.\r\n\r\n Founded in 2003, StaffSource now has a 20 year company history with business units operating within Information Technology, Accounting and Finance, Sales, Executive Search and more. Still headquartered in Knoxville, TN and lead by our founder John Sharpe, we are now serving clients and candidates all across the United States. We conduct national, regional, and localized talent searches based on the specific needs of each client and the unique goals of top talent everywhere.

Location: Knoxville, TN, US

Posted Date: 6/1/2025