Compucom Staffing
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Help Desk Manager
role at
Compucom Staffing
Overview 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 that 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.
W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.
Equal Opportunity CompucomStaffing™, 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 businesses. For more information, visit
www.compucom.com .
#J-18808-Ljbffr
Help Desk Manager
role at
Compucom Staffing
Overview 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 that 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.
W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.
Equal Opportunity CompucomStaffing™, 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 businesses. For more information, visit
www.compucom.com .
#J-18808-Ljbffr