<p>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.</p> <p>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.</p> <p>Key Responsibilities:</p> <ul> <li>Oversee daily Help Desk operations and ensure timely, high-quality technical support </li><li>Identify and resolve trending issues by analyzing patterns and reallocating resources as needed </li><li>Select, develop, and motivate team members to maintain a high-performing support environment </li><li>Utilize the Help Desk Quality Assurance Program to monitor performance and coach team members </li><li>Develop and refine support processes to optimize service delivery and operational efficiency </li><li>Track and report on Help Desk KPIs to identify trends and improve response times and satisfaction </li><li>Lead root-cause analysis efforts to prevent recurring technical problems </li><li>Communicate priorities, updates, and progress with leadership, peers, and end-users </li><li>Build strong relationships with associates and operational teams to understand needs and solve business challenges </li><li>Collaborate with cross-functional teams to deliver solutions that reduce effort and improve workflows </li><li>Manage multiple projects, ensuring alignment with scope, budget, and timeline </li><li>Support the evolution of the Service Desk by contributing to roadmap planning and continuous improvement initiatives* Bachelor's degree in Computer Science or related field preferred </li><li>7+ years of relevant IT support experience, including 3-5 years in a leadership role </li><li>Experience in systems development, project management, and matrixed environments </li><li>Strong leadership, analytical, and communication skills </li></ul>