Help Desk Manager

Overview

What You’ll Do The Help Desk Manager is responsible for overseeing the daily operations of the IT support team, ensuring timely and effective resolution of technical issues for associates. This role involves managing help desk staff, implementing best practices and service level agreements (SLAs), monitoring performance metrics, and continuously improving support processes. The Help Desk Manager serves as a point of escalation for complex technical problems, provides leadership and mentorship to team members, and collaborates with other IT teams to enhance IT operations and associate satisfaction.

Strong communication, problem-solving, and organizational skills are essential to drive efficiency and deliver exceptional support services.

Title: Help Desk Manager

Location: St. Louis, MO

• Oversee daily Help Desk operations, ensuring timely and effective resolution of technical issues.
• Lead efforts to resolve trending technical problems by analyzing issues, determining the best course of action, providing direction, and reallocating resources as necessary.
• Select, develop, and motivate assigned staff, fostering a high performing, engaged team.
• Leverage the Help Desk Quality Assurance Program to monitor performance and coach associates on best practices according to internal SOPs.
• Develop and implement support processes and procedures to optimize service delivery and improve efficiency.
• Monitor and report on Help Desk KPIs and metrics to identify trends, improve response times, and enhance associate satisfaction.
• Lead technical root cause analysis activities with Help Desk Leads to prevent recurring issues.
• Communicate status of activities with the team, peers, management, and end-associates.
• Build strong relationships with associates and operational teams to understand needs and resolve business issues.
• Collaborate with cross-functional teams to identify, plan, and implement solutions that save time and effort.
• Manage and track the progress of multiple projects, ensuring they stay on scope, schedule, and budget.
• Execute project plans from initiation through completion with alignment to organizational goals.
• Build upon the current roadmap and cast vision for the future state of the Service Desk, driving continuous improvement initiatives.

• 7 plus years’ experience in related field; 3-5 of which is in a leader/team lead capacity.
• Bachelor's degree in Computer Science or related field preferred.
• Experience in systems development and project management.
• Experience in a matrix management environment.

Founded in 1997, Golden Technology has grown from a two-person vision into a trusted partner for Fortune 500 clients nationwide. Along the way, we’ve built a culture centered on family, professional growth, and giving back to our communities through our Golden Community initiatives.

• Family-first culture that values balance and support.
• Career development through mentorship, opportunities, and investment in our people.
• Community impact by dedicating time, talent, and resources to the places we live and work.

Apply today and let’s build your brighter future together.