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Manager Help Desk Analyst Jobs in Madison, WI (NOW HIRING)

defi AUTO LLC

Client Support Desk Analyst

Madison, WI · On-site

$60K - $75K/yr

... and managed servicing solutions. Our customers include the highest-volume captive auto lenders ... We have more than three decades of experience helping lenders reduce time-to-market, streamline ...

MARS Solutions Group

Help Desk III

Madison, WI · On-site

$20.25 - $27.25/hr

Ability to recognize, analyze, and effectively solve problems in a timely and organized manner ... Understanding of ITIL Service Desk Incident Management methods and practices. * Experience ...

3B Staffing LLC

Help Desk II

Madison, WI · On-site

$20.25 - $27.25/hr

Help Desk II *Need local to WI The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD applications, performing 1st and 2nd ...

3B Staffing LLC

Help Desk II

Madison, WI · On-site

$20.25 - $27.25/hr

Help Desk II *Need local to WI The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD applications, performing 1st and 2nd ...

Information Resource group, Inc.

Help Desk - 2

Madison, WI · On-site

$20.25 - $27.25/hr

Help Desk capabilities with 3-5 years of experience in the field or in a related area. Relies on ... of LANDesk (for patch management, software deployment, inventory management an1 YrsActive ...

Integrated Resources INC

Help Desk Technician

Madison, WI · On-site

$20.25 - $27.25/hr

Help Desk Technician Location: Madison, WI Duration: 4 months Responsibilities : Provide First ... and management duties i.e. scheduling, mentoring and training. Assist with documentation ...

Integrated Resources INC

Help Desk Technician

Madison, WI · On-site

$20.25 - $27.25/hr

Help Desk Technician Location: Madison, WI Duration: 4 months Responsibilities : Provide First ... and management duties i.e. scheduling, mentoring and training. Assist with documentation ...

Wisconsin

IT Help Desk Specialist II

Madison, WI · On-site

HELP DESK AND WORKSTATION MANAGEMENT * Provide high-quality customer service for a wide range of computing technologies, including desktop computers, laptops, mobile devices, phones (mobile and VoIP ...

Hexacorp

Hiring Help Desk for Madison, WI

Madison, WI · On-site

$20.25 - $27.25/hr

Hiring Help Desk for Madison, WI Role: Help Desk Location: Madison, WI Working knowledge of ... Highly proficient with IT Asset Management Systems (e.g., Cherwell). Excellent verbal and ...

TEKsystems

Help Desk Support Specialist

Madison, WI

$18 - $20/hr

Overview We are seeking a Help Desk Support Specialist to provide account administration and end ... This role resolves access issues, manages user accounts, and assists with technology-related ...

TEKsystems

Help Desk Support Specialist

Madison, WI

$18 - $20/hr

Overview We are seeking a Help Desk Support Specialist to provide account administration and end ... This role resolves access issues, manages user accounts, and assists with technology-related ...

Summit Golf Brands

IT Help Desk Technician

Barneveld, WI · On-site

$40K - $55K/yr

Help Desk TechnicianJob Summary: Provide first-line technical support to Summit Golf Brands ... Create, manage, and disable user accounts and access in Active Directory, Microsoft 365, and other ...

Summit Golf Brands

IT Help Desk Technician

Barneveld, WI · On-site

$40K - $55K/yr

Help Desk Technician Job Summary: Provide first-line technical support to Summit Golf Brands ... Reports to: IT Manager Duties/Responsibilities: * Serve as the first point of contact for all ...

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Manager Help Desk Analyst information

See Madison, WI salary details

$14

$24

$36

How much do manager help desk analyst jobs pay per hour?

As of Aug 12, 2026, the average hourly pay for manager help desk analyst in Madison, WI is $24.27, according to ZipRecruiter salary data. Most workers in this role earn between $19.86 and $27.12 per hour, depending on experience, location, and employer.

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

AspectManager Help Desk AnalystHelp Desk Analyst
CertificationsITIL, CompTIA A+, HDI Support CenterCompTIA A+, HDI Support Center, Microsoft Certified
Work EnvironmentSupervisory role, team management, strategic planningFrontline support, troubleshooting, customer service
ResponsibilitiesOverseeing help desk operations, staff management, process improvementResponding to user issues, resolving technical problems, documenting tickets

The Manager Help Desk Analyst typically oversees help desk teams, manages workflows, and implements support strategies, requiring leadership skills and relevant certifications. In contrast, Help Desk Analysts focus on direct technical support and customer service. Both roles are essential in IT support, but the manager position involves higher-level oversight and coordination.

What are some common challenges faced by a manager help desk analyst, and how can they effectively address them?

Manager Help Desk Analysts often encounter challenges such as balancing high ticket volumes, maintaining team motivation, and ensuring consistent service quality. To address these, it's important to implement robust ticket triage processes, provide ongoing training, and foster open communication within the team. Regular performance reviews and feedback sessions can help identify areas for improvement and professional growth. Additionally, collaborating closely with other IT departments ensures quick resolution of complex issues and smooth escalation procedures.

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

To thrive as a Manager Help Desk Analyst, you need expertise in IT troubleshooting, a solid understanding of service management principles, and experience in team leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools such as ServiceNow or Jira, and certifications like ITIL, are typically expected. Strong communication, problem-solving, and organizational skills help you lead teams effectively and handle escalated issues. These competencies are critical for delivering high-quality technical support, maintaining service standards, and ensuring customer satisfaction.

What does a manager help desk analyst do?

A Manager Help Desk Analyst oversees the help desk team responsible for providing technical support to users within an organization. Their duties include managing support ticket workflows, training and supervising help desk staff, analyzing support data to improve processes, and ensuring customer satisfaction. They also develop and implement policies, coordinate with other IT departments, and resolve complex or escalated technical issues. The role requires strong leadership, communication, and problem-solving skills.
What are the most commonly searched types of Help Desk Analyst jobs in Madison, WI? The most popular types of Help Desk Analyst jobs in Madison, WI are:
Manager Help Desk Analyst jobs near you
Infographic showing various Manager Help Desk Analyst job openings in Madison, WI as of June 2026, with employment types broken down into 68% Full Time, 28% Part Time, and 4% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $50,488 per year, or $24.3 per hour.

Client Support Desk Analyst

defi AUTO LLC

Madison, WI • On-site

$60K - $75K/yr

Full-time

Posted 7 days ago

Job description

About defi SOLUTIONS:

It’s an exciting time to join defi!

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance. Learn more at defisolutions.com and follow us on LinkedIn.


About the Role:

In this position, you will work in a fast-paced environment and interface directly with system administrators and key business decision makers supporting defi's Auto Loan Originations and Servicing Products. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this challenging, hands-on role, you will help defi deliver the next generation lending experience for our clients through collaboration, resolving issues, answering questions, and gathering feedback. This is a Level 2 Technical Application Support position, not an IT Help Desk role. Candidates should have experience troubleshooting business applications, analyzing data, and supporting software products. This role does not focus on desktop support, hardware repair, password resets, or general IT infrastructure support.

By working directly with clients and internal stakeholders, you can help shape software requirements, build relationships, and directly contribute to the business goals. Your contributions correlate to recognition and growth opportunities within the organization. The Client Service Desk is the hub of the organization as we interact with multiple departments and levels within the organization. This position provides exposure to new software and the ability to work with and influence others.


Essential Job Responsibilities:

  • Review client configurations and business processes to address challenges and satisfy business needs
  • Analyze, troubleshoot, and resolve complex application issues
  • Triage cases to isolate issues and determine priority and resolution path
  • Identify opportunities to enhance client product experiences
  • Effectively interact and communicate with internal stakeholders to deliver on client expectations
  • Advocate for clients by escalating urgent requests and efficiently prioritizing cases
  • Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources
  • Identify roadblocks and drive progress to resolution
  • Efficiently manage assigned cases and prioritize workload to meet Internal and client SLAs
  • Support software QA testing and validation
  • Perform other duties as required


Required Qualifications:

  • Minimum of three to five (3-5) years' experience in lending, financial services, technology, and/or SaaS companies
  • Experience working in high volume case or ticketing queues
  • Basic SQL query abilities/experience
  • Excellent critical thinker; demonstrating strong problem-solving skills
  • Analytical and process oriented
  • Detailed and thorough
  • Excellent oral and written communication skills
  • Demonstrates accountability and personal ownership
  • Self-starter with a passion for client satisfaction


Preferred Qualifications:

  • ServiceNow experience preferred
  • Loan Servicing experience preferred
  • Accounting experience preferred


Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.