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Service Help Desk Jobs (NOW HIRING)

IBML

Help Desk Manager

Birmingham, AL · On-site

PURPOSE The Help Desk Manager is responsible for leading ibml's Help Desk operations and ensuring ... Monitor incoming service requests and ensure proper ticket creation, classification, prioritization ...

Ken`s Foods

Help Desk Supervisor

Marlborough, MA · On-site

$110K - $120K/yr

... overall service quality. The Help Desk Supervisor role acts as an advocate for our users to help them advance/achieve the company goals. This role oversees IT support across corporate offices ...

TriOptus LLC

Help Desk Analyst

Atlanta, GA · On-site

$19.75 - $27/hr

Job Title: Help Desk Analyst Location: Atlanta, GA 30334 (Remote) Duration: 12+ Month ... Experience in customer service Required

Ken's Foods, Inc.

Help Desk Supervisor

Marlborough, MA · On-site

$110K - $120K/yr

... overall service quality. The Help Desk Supervisor role acts as an advocate for our users to help them advance/achieve the company goals. This role oversees IT support across corporate offices ...

Hinkle Law Firm LLC

Help Desk Technician

Wichita, KS · On-site

$18 - $24.25/hr

Utilize excellent customer service skills. Ensure timely and proper recording, documentation, and closure of tickets. Preserve and grow knowledge of help desk procedures, products, and services. Job ...

Ken's Foods

Help Desk Supervisor

Marlborough, MA · On-site

$110K - $120K/yr

... overall service quality. The Help Desk Supervisor role acts as an advocate for our users to help them advance/achieve the company goals. This role oversees IT support across corporate offices ...

Hinkle Law Firm LLC

Help Desk Technician

Wichita, KS · On-site

$18 - $24.25/hr

Utilize excellent customer service skills. Ensure timely and proper recording, documentation, and closure of tickets. Preserve and grow knowledge of help desk procedures, products, and services. Job ...

STI

Help Desk Agent

Nashville, TN · On-site

$16.50 - $21/hr

Researches, responds, and tracks all incoming calls and provides effective customer service. 50% * Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system ...

Ken's Foods

Help Desk Supervisor

Marlborough, MA · On-site

... on service quality and user experience. Responsibilities : • Oversee day-to-day help desk ... operations supporting corporate and plant locations • Lead, coach, and manage a team of help desk ...

Chesapeake Containment

Help Desk Technician

Hickory, NC · On-site

$18 - $24.25/hr

You will provide exceptional customer service while troubleshooting and resolving a variety of IT issues. Responsibilities for Help Desk Technician * Respond to user inquiries by phone, email, chat ...

Ask IT consulting

Help Desk Support

Des Moines, IA

$19.50 - $26.25/hr

Company Description Ask IT Consulting Inc. visualizes itself as a leader in IT services and ... The Help Desk Support (HDS) resource provides technical assistance support over the phone and ...

Chesapeake Containment

Help Desk Technician

Hickory, NC · On-site

$18 - $24.25/hr

You will provide exceptional customer service while troubleshooting and resolving a variety of IT issues. Responsibilities for Help Desk Technician * Respond to user inquiries by phone, email, chat ...

SiloSmashers

Help Desk Manager

Arlington, VA · Hybrid

Help Desk Manager This position is part of a proposal submission and is contingent upon contract ... Excellent leadership and customer service skills * U.S. citizenship and ability to obtain DHS ...

ITC Federal, Inc

Help Desk Supervisor

Fairfax, VA · On-site

Help Desk Supervisor AGENCY SUPPORTED: U.S. Department of Justice (DOJ) - MEGA 6 Automated ... services to solve government mission challenges, enabling smoother operational efficiency and ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Help Desk Manager This position is part of a proposal submission and is contingent upon contract ... Excellent leadership and customer service skills * U.S. citizenship and ability to obtain DHS ...

Chesapeake Containment

Help Desk Technician

Charlotte, NC · On-site

$18.75 - $25.25/hr

You will provide exceptional customer service while troubleshooting and resolving a variety of IT issues. Responsibilities for Help Desk Technician * Respond to user inquiries by phone, email, chat ...

STI

HELP DESK AGENT

Nashville, TN · On-site

$16.50 - $21/hr

Researches, responds, and tracks all incoming calls and provides effective customer service. 50% * Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system ...

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All JobsService Help Desk Jobs

Service Help Desk information

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$11

$23

$36

How much do service help desk jobs pay per hour?

As of Jul 12, 2026, the average hourly pay for service help desk in the United States is $23.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.92 per hour, depending on experience, location, and employer.

What is the difference between Service Help Desk vs Technical Support Specialist?

AspectService Help DeskTechnical Support Specialist
CertificationsITIL, CompTIA A+CompTIA A+, Network+
Work EnvironmentHelp desk, call centers, remote supportOn-site, remote, technical troubleshooting
Employer & IndustryIT service providers, corporate IT departmentsIT companies, software vendors, hardware providers
Search & Comparison IntentCustomer support, troubleshooting, ticket managementTechnical problem solving, hardware/software issues

The Service Help Desk primarily handles customer inquiries, ticketing, and basic troubleshooting, often in a call center or remote setting. Technical Support Specialists focus more on diagnosing and resolving complex technical issues, often requiring deeper technical knowledge. While both roles support IT services, the Help Desk emphasizes customer service and issue logging, whereas Technical Support Specialists engage in detailed technical problem resolution.

What are the key skills and qualifications needed to thrive as a Service Help Desk professional, and why are they important?

To thrive as a Service Help Desk professional, you need a solid understanding of basic IT concepts, troubleshooting skills, and often a relevant certification such as CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems, remote desktop tools, and knowledge base platforms is typically required. Strong communication, patience, and problem-solving abilities are crucial soft skills for resolving user issues effectively. These skills and qualities are important to ensure efficient technical support, high user satisfaction, and smooth IT operations.

What are Service Help Desk roles?

Service Help Desk roles involve providing technical support and assistance to users experiencing issues with hardware, software, or IT services. Help desk professionals are responsible for troubleshooting problems, answering queries, and ensuring issues are resolved efficiently, often via phone, email, or chat. They may also escalate more complex issues to specialized IT staff and help maintain documentation of recurring problems and solutions. The primary goal is to ensure smooth IT operations and a positive user experience.

How does a Service Help Desk professional typically collaborate with other departments to resolve user issues?

Service Help Desk professionals play a key role in bridging communication between users and technical teams. When an issue cannot be resolved at the first point of contact, they escalate and coordinate with specialized departments, such as network or software teams, to ensure a timely solution. Regular communication, ticket updates, and clear documentation are essential, as well as participating in cross-department meetings to discuss recurring problems and improve processes. This collaborative approach not only helps resolve issues efficiently but also fosters a supportive work environment.
More about Service Help Desk jobs
What cities are hiring for Service Help Desk jobs? Cities with the most Service Help Desk job openings:
What states have the most Service Help Desk jobs? States with the most job openings for Service Help Desk jobs include:
What job categories do people searching Service Help Desk jobs look for? The top searched job categories for Service Help Desk jobs are:
Service Help Desk jobs near you
Infographic showing various Service Help Desk job openings in the United States as of July 2026, with employment types broken down into 81% Full Time, 17% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.
Help Desk Manager

Help Desk Manager

IBML

Birmingham, AL • On-site

Full-time

Posted 5 days ago

Job description

PURPOSE
The Help Desk Manager is responsible for leading ibml's Help Desk operations and ensuring timely, professional, and effective support for customers, field service teams, and internal stakeholders. This role owns the day-to-day performance of the Help Desk team, including ticket management, call handling, customer communication, escalation management, staffing coverage, process adherence, and continuous improvement and reports directly to the VP of Service Operations.
The Help Desk Manager will be expected to drive accountability, improve ticket resolution times, reduce aged open tickets, support first-time resolution, and ensure that customers receive consistent communication throughout the service process. This position plays a key role in the overall Service Operations organization and will work closely with Field Service, Software Support, Professional Services, Engineering, Sales, and Customer Success. This role requires the manager to be on-site daily.
ROLE AND RESPONSIBILITIES
Help Desk Operations
  • Manage daily Help Desk operations to ensure tickets, calls, and customer issues are handled accurately and in a timely manner.
  • Monitor incoming service requests and ensure proper ticket creation, classification, prioritization, assignment, and follow-up.
  • Ensure all tickets are updated with clear notes, next steps, ownership, customer communication, and current status.
  • Maintain focus on aged tickets, open tickets greater than defined thresholds, and tickets waiting on customer, vendor, engineering, or internal action.
  • Lead daily and recurring ticket review meetings to drive closure, remove blockers, and escalate issues when needed.
  • Ensure customer communication standards are followed, including timely updates, proper closure notices, and professional written responses.

Team Leadership
  • Lead, coach, and develop Help Desk team members to improve technical knowledge, customer service skills, process discipline, and accountability.
  • Establish clear roles, responsibilities, ownership rules, and expectations for Help Desk staff.
  • Manage schedules, coverage, workload balancing, and staffing requirements to support customer needs.
  • Evaluate team performance using defined KPIs and provide regular feedback.
  • Support hiring, onboarding, training, and performance management of Help Desk personnel.

Ticket Management & Escalation
  • Own the ticket lifecycle from intake through resolution or proper handoff.
  • Ensure tickets are properly categorized by severity, system impact, customer impact, component, and issue type.
  • Manage escalation paths between Help Desk, Field Service, Software Support, Professional Services, Engineering, and third-party vendors.
  • Identify when tickets should be escalated, reassigned, closed, or reopened under a new issue.
  • Ensure escalated issues have clear ownership, urgency, documented history, and defined next steps.

Customer Support & Communication
  • Ensure customers receive professional, timely, and accurate communication throughout the support process.
  • Maintain a customer-first approach while balancing operational discipline and internal accountability.
  • Review customer-impacting issues, repeat calls, and escalated concerns to identify root causes and improvement opportunities.
  • Support customer follow-up when issues are delayed, unresolved, or require management attention.

Reporting & Continuous Improvement
  • Track and report Help Desk performance metrics, including ticket volume, response time, resolution time, open ticket aging, repeat calls, backlog, customer communication, and escalation trends.
  • Analyze ticket data to identify recurring issues, training needs, process gaps, product concerns, and customer pain points.
  • Recommend and implement process improvements that increase efficiency, improve customer satisfaction, and reduce unnecessary escalations.
  • Support dashboard development and reporting through HubSpot, Excel, Power BI, or other approved tools.

Cross-Functional Collaboration
  • Work closely with Field Service leadership to coordinate onsite support, parts needs, escalation coverage, and customer-impacting issues.
  • Partner with Software Support, Professional Services, Engineering, and Product teams to resolve complex technical issues.
  • Collaborate with Sales and Customer Success when customer issues may impact relationships, renewals, or future opportunities.
  • Support service improvement initiatives, operational reviews, and leadership reporting.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS
Required Qualifications
  • High school diploma or equivalent required; associate or bachelor's degree preferred.
  • Minimum of 5 years of experience in help desk, technical support, field service support, customer service operations, or service management.
  • Minimum of 5 years of leadership or supervisory experience preferred.
  • Experience managing ticket queues, escalations, customer communications, and technical support workflows.
  • Strong understanding of service operations, ticketing systems, and customer support processes.
  • Ability to lead a team in a fast-paced environment with competing priorities.
  • Strong written and verbal communication skills.
  • Strong problem-solving, follow-up, and organizational skills.
  • Ability to analyze data and use metrics to improve performance.
  • Experience with O365 Tools, HubSpot, Jira, Zuper and Power BI.

Preferred Qualifications
  • Experience supporting hardware, software, imaging systems, scanning equipment, or production equipment environments.
  • Experience working with field service teams and remote technical support teams.
  • Knowledge of SLA management, escalation procedures, and customer service KPIs.
  • Experience creating or improving help desk workflows, dashboards, training materials, and operating procedures.
  • Ability to work with cross-functional teams including Engineering, Professional Services, Sales, and Customer Success.

Key Performance Indicators
  • Response time to customer tickets and calls.
  • Resolution time by ticket type and severity.
  • Open ticket backlog and aged ticket reduction.
  • Tickets open greater than 5 days.
  • Escalation volume and escalation aging.
  • Customer communication compliance.
  • Ticket documentation accuracy.
  • Customer satisfaction and survey feedback.
  • Team productivity and workload balance.

Core Competencies
  • Leadership and accountability.
  • Customer-first mindset.
  • Process discipline.
  • Strong communication.
  • Problem solving and critical thinking.
  • Data-driven decision making.
  • Follow-through and ownership.
  • Cross-functional collaboration.
  • Ability to manage urgency without losing organization.

ADDITIONAL NOTES
Work Environment
This role requires participation in customer escalation calls, internal service reviews, ticket aging meetings, and cross-functional project meetings. The Help Desk Manager must be comfortable managing both daily operational issues and longer-term process improvement initiatives.
Position Impact
The Help Desk Manager plays a critical role in improving the customer experience, reducing ticket backlog, increasing service efficiency, and strengthening ibml's overall support model. Success in this role will directly contribute to improved response times, faster resolution, better customer communication, and stronger alignment between Help Desk, Field Service, Software Support, and Professional Services.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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About IBML

Sourced by ZipRecruiter

Industry

It services

Company size

51 - 200 Employees

Headquarters location

Birmingham, AL, US

Year founded

1992

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