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Help Desk Manager Jobs in Decatur, AL (NOW HIRING)

Athens State University

Help Desk Technician

Athens, AL · On-site

$17 - $22.75/hr

Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols * Provide Tier 1 support ...

SciTec

Help Desk Technician

Huntsville, AL

$19.75 - $26.50/hr

Delivering support by using SciTec's help desk ticket system through JIRA software. End user ... Manage on-site IT assets (imaging/deployment, swaps, RMA coordination, shipping/receiving, secure ...

New

SciTec

Help Desk Technician

Huntsville, AL · On-site

$19.75 - $26.50/hr

Delivering support by using SciTec's help desk ticket system through JIRA software. End user ... Manage on-site IT assets (imaging/deployment, swaps, RMA coordination, shipping/receiving, secure ...

New

SciTec

Help Desk Technician

Huntsville, AL · On-site

$19.75 - $26.50/hr

Delivering support by using SciTec's help desk ticket system through JIRA software. End user ... Manage on-site IT assets (imaging/deployment, swaps, RMA coordination, shipping/receiving, secure ...

New

BC Tech Pro

IT Help Desk

Huntsville, AL

$20.50/hr

Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities. * Perform Install/Move/Add or Change (IMAC) activities.

BC Tech Pro

IT Help Desk

Huntsville, AL

Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities. * Perform Install/Move/Add or Change (IMAC) activities.

BC Tech Pro

IT Help Desk

Huntsville, AL · On-site

$20.50/hr

Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities. * Perform Install/Move/Add or Change (IMAC) activities.

Zolon Tech

Service Desk Support

Huntsville, AL · On-site

$19 - $25.75/hr

... IT service management, walk‐up ITX services, inventory management, and participation in ... Key Qualifications: * 1-2 yrs IT help desk/service desk experience * Windows 10/11, O365, ITSM ...

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All JobsHelp Desk JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Decatur, AL

Help Desk Manager information

See Decatur, AL salary details

$35.2K

$78.5K

$116.7K

How much do help desk manager jobs pay per year?

As of Aug 28, 2026, the average yearly pay for help desk manager in Decatur, AL is $78,541.00, according to ZipRecruiter salary data. Most workers in this role earn between $61,900.00 and $93,700.00 per year, depending on experience, location, and employer.

What does a help desk manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What does a help desk manager do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a help desk manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.

How does a help desk manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

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Help Desk Manager jobs near you

Help Desk Technician

Athens, AL • On-site

Athens State University
Colleges, Universities, and Professional Schools • 51 - 200 employees
Learn more about Athens State Universityexternal

$17 - $22.75/hr

Full-time

Posted 17 days ago

Job description

Posting Details
Position Information
Department/College
Client Support Services
Position Title
Help Desk Technician
Job Category
Staff
Posting Number
00544
FLSA
Non-Exempt
Full or Part Time
Full-Time
Other
Temporary
No
If Temporary, number of months
Position Summary Information
Duties
The primary function of the Helpdesk Technician is to provide Tier 1 technical support for university systems, including the learning management system, instructional technologies, and desktop computing, for students, faculty, and staff.
ESSENTIAL FUNCTIONS:
  • Provide technical assistance to end-users by phone, email, online, and in-person.
  • Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols
  • Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team.
  • Recommend and refine Tier 1 troubleshooting procedures based on recurring ticket patterns
  • Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions
  • Create self-service materials to empower end-users to resolve common issues independently
  • Assist in the developing and updating of faculty, staff, and student orientation materials
  • Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training
  • Provide backup support for desktop system deployment and management as needed
  • Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community
  • Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission
  • Demonstrate flexibility and sound judgment - adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement
  • Follow established ITY service management practices for incident management, request fulfillment, documentation, escalation, and customer communication.
  • Assist users with account management, password resets, multifactor authentication enrollment, and access-related issues in accordance with university security policies.
  • Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures.
  • Perform other duties as assigned

Qualifications
QUALIFICATIONS REQUIRED:
  • High School Diploma or GED
  • Strong computer hardware and software skills (troubleshooting hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail
  • Proficiency using Microsoft 365
  • Strong critical thinking and problem solving skills
  • Excellent verbal and nonverbal communication skills
  • Strong organization and multi-tasking skills
  • Ability to provide great customer service and technical support to a diverse audience
  • Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.

OTHER QUALIFICATIONS AND JOB REQUIREMENTS:
PREFERRED:
  • Associate's or Bachelor's Degree in technology-related field
  • Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals.
  • Experience using a work order ticketing system
  • Experience with developing instructional training materials on various topics

WORKING CONDITIONS:
  • Must be able to remain in a stationary position for 65% of the time
  • Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping
  • Must be able to adjust or move objects up to 25 pounds in all directions
  • Requires frequent communication
  • Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers
  • Requires clarity of vision for frequent use of computers and other technological devices
  • After-hours and weekends may be required as needed

Salary Schedule
Salary Band: N270
To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/Salary will be commensurate with experience and qualifications
Posting Detail Information
University Information
Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Approximately 3,000 students each semester have selected Athens State because of its neighborly environment where over 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 95% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was named the Most Affordable College in Alabama by The Best Schools, as well as a 2024 Great College to Work For by ModernThink. Athens State offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 392 full and part-time employees with approximately 88 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. 83% of the full-time faculty members hold a terminal degree. Athens State is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in North Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society's "Top 20 Events in the Southeast" including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.
EEO Statement
Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Provost/Vice President of Academic Affairs and Student Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.
Background Check Statement
In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.
Close Date
Open Until Filled
Yes
Special Instructions to Applicants
Unofficial transcripts should be from the college or university which verifies qualifications for the position.
Note: Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)
Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.
Additional Information
Athens State University participates in the E-verify System to verify employment eligibility for all newly-hired employees.
To view details or to apply, visit: https://jobs.athens.edu/
Review of applications will begin as soon as possible and remain "open until filled".
For assistance, contact the Human Resources Office at 256-216-3333 or email us at employment@athens.edu.

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