Help Desk Supervisor

Description

Seize your opportunity to make a personal impact as a Help Desk Supervisor supporting Alabama Supercomputer Professional Services. As a Help Desk Supervisor you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Supervisors joining our team to oversee a team of Help Desk Specialists, manage ticket flow and quality, and ensure a high level of customer satisfaction through coaching, process oversight, and issue resolution.

How a Help Desk Supervisor Will Make an Impact:

-Oversee daily Help Desk operations to ensure efficient, high-quality technical support for end users.

-Supervise Help Desk Specialists, including assigning work, monitoring performance, and providing regular feedback and coaching.

-Review tickets and related work products to ensure accuracy, completeness, and adherence to service level expectations.

-Monitor ticket queues, prioritize issues, and ensure timely resolution in line with established SLAs.

-Develop and maintain schedules for Help Desk staff to ensure full coverage during business hours (and after-hours/on-call coverage, if applicable).

-Facilitate and resolve complex or escalated customer service issues, acting as a point of escalation for both users and team members.

-Identify trends in incidents and service requests; recommend and assist in implementing process improvements, knowledge base updates, and training.

-Support the development and maintenance of Help Desk procedures, documentation, and standard operating processes.

-Collaborate with other IT teams to coordinate issue resolution, system changes, and user communications.

-Prepare and analyze Help Desk performance metrics and reports; recommend actions to improve service quality and efficiency.

-Participate in hiring, onboarding, and training of Help Desk staff as needed.

Additional Skills & Qualifications

Education: Bachelor’s degree in a technical discipline (e.g., Information Technology, Computer Science, Information Systems) or equivalent combination of education, technical training, and experience.

Required Skills and Abilities:

-Demonstrated experience supervising or leading a technical support/help desk team (formal or informal leadership).

-Strong understanding of help desk operations, ticketing systems, and IT service management practices.

-Excellent customer service skills with the ability to handle difficult or escalated situations professionally.

Experience Level

Expert Level

This is a Contract position based out of Huntsville, AL.

The pay range for this position is $33.00 - $36.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Huntsville,AL.

This position is anticipated to close on Jun 27, 2026.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.