IT Service Desk Manager 0426
Nexus
Kansas City, United States of America
30 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
IntermediateJob location
Kansas City, United States of America
Tech stack
Microsoft Windows
Microsoft Active Directory
Apple Mac Systems
JIRA
Business Software
Issue Tracking Systems
Networking Basics
Powershell
Remote Service Software
Information Technology
Zendesk
ServiceNow
Job description
- Lead and manage the IT Help Desk team, including hiring, training, coaching, and performance management
- Oversee day-to-day support operations, ensuring timely resolution of tickets and adherence to SLAs
- Develop and implement help desk policies, procedures, and best practices
- Monitor and report on key performance metrics (e.g., response time, resolution time, customer satisfaction)
- Act as an escalation point for complex technical issues
- Collaborate with other IT teams (infrastructure, security, applications) to resolve cross-functional issues
- Manage and optimize ticketing systems and support tools
- Drive process improvements and automation to enhance efficiency and user experience
- Maintain documentation, knowledge base articles, and standard operating procedures
- Ensure a high level of customer service and end-user satisfaction
- Assist in budgeting, vendor management, and procurement of IT support tools
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5+ years of IT support experience, with at least 2+ years in a leadership or supervisory role
- Strong knowledge of desktop support, operating systems (Windows/macOS), and common business applications
- Experience with help desk/ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Familiarity with Microsoft 365, Active Directory, networking fundamentals, and endpoint management tools
- Proven ability to manage priorities in a fast-paced environment
- Strong problem-solving and decision-making skills, * ITIL certification or experience with ITIL frameworks
- Experience with remote support tools and hybrid workforce environments
- Knowledge of cybersecurity best practices
- Experience with automation and scripting (e.g., PowerShell)
- Background in SLA/KPI reporting and service improvement initiatives
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