> Markdown version of [/jobs/ext/171740-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/171740-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** NRRM, LLC - **Location:** St. Peters, MO, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, JIRA, Identity and Access Management, Issue Tracking Systems, Enterprise Software Applications, Information Technology, Zendesk, Servicenow - **Published:** May 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b6b6eb5d18586032 ## About the Role Do you have experience in macOS support?, Do you have a Associate's degree?, * Minimum 3 years of experience in a help desk or IT support role. * Prior experience in a team lead, supervisory, or mentorship capacity strongly preferred. * Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise software. * Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshservice). * Excellent problem-solving, troubleshooting, and decision-making skills. * Strong communication and interpersonal skills with a customer-focused mindset. * Ability to manage and prioritize multiple tasks in a fast-paced environment. * Familiarity with ITIL practices and service management concepts is a plus. * Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred (or equivalent experience). * Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus. * Experience supporting or servicing a call center environment (e.g., end-user support, telephony systems, agent tools) is a plus. ## Description CarShield is seeking a Help Desk Manager to join its growing IT team. In this role, you will oversee day-to-day support operations, guide a team of help desk technicians, and ensure timely resolution of technical issues across the organization. A successful candidate will bring strong troubleshooting skills, leadership experience, and a commitment to delivering exceptional service in a fast-paced, customer-focused environment., * Provide day-to-day supervision and support to help desk staff, ensuring timely resolution of technical issues. * Serve as the primary escalation point for complex or high-priority support tickets. * Monitor help desk ticketing system for performance, trends, and SLA compliance. * Assist in developing and maintaining help desk procedures, documentation, and training materials. * Coordinate with other IT teams and departments to ensure effective issue resolution and service delivery. * Train, mentor, and coach help desk team members to improve technical skills and customer service. * Generate and analyze reports on support activity to identify areas for improvement. * Lead team meetings and communicate updates, goals, and expectations. * Support onboarding/offboarding processes including hardware/software provisioning and access management. * Recommend and implement improvements to enhance support efficiency and user satisfaction. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Should Tech Managers Be Developers First? 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