IT Help Desk Manager

RESPONSIBILITIES:
Kforce is partnering with a client in Greater Saint Louis, MO that is seeking an IT Helpdesk Manager to lead and oversee the daily operations of their IT support team. This leader will ensure timely, effective resolution of technical issues for associates while driving continuous improvement across support processes.

Summary:
The IT Helpdesk Manager will guide a team of support professionals, implement best practices and SLAs, monitor performance metrics, and serve as the escalation point for complex technical challenges. This role requires strong communication, problem-solving, and organizational skills to enhance efficiency, elevate service delivery, and improve overall associate satisfaction.

Key Responsibilities:
* Oversee daily Help Desk operations and ensure timely, high-quality technical support
* Identify and resolve trending issues by analyzing patterns and reallocating resources as needed
* Select, develop, and motivate team members to maintain a high-performing support environment
* Utilize the Help Desk Quality Assurance Program to monitor performance and coach team members
* Develop and refine support processes to optimize service delivery and operational efficiency
* Track and report on Help Desk KPIs to identify trends and improve response times and satisfaction
* Lead root-cause analysis efforts to prevent recurring technical problems
* Communicate priorities, updates, and progress with leadership, peers, and end-users
* Build strong relationships with associates and operational teams to understand needs and solve business challenges
* Collaborate with cross-functional teams to deliver solutions that reduce effort and improve workflows
* Manage multiple projects, ensuring alignment with scope, budget, and timeline
* Support the evolution of the Service Desk by contributing to roadmap planning and continuous improvement initiatives

REQUIREMENTS:
* Bachelor's degree in Computer Science or related field preferred
* 7+ years of relevant IT support experience, including 3-5 years in a leadership role
* Experience in systems development, project management, and matrixed environments
* Strong leadership, analytical, and communication skills

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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