Motion Recruitment · 1 week ago
Information Technology Help Desk Manager
Dallas, TX
Full-time
Hybrid
Senior Level
$110K/yr - $125K/yr
5+ years expMotion Recruitment is a fast-growing company in the medical industry, seeking a hands-on Help Desk Manager to lead and scale their IT support function. The role involves providing technical and personnel leadership across clinics, support centers, and call centers, while ensuring exceptional customer service and continuous improvement.
Information TechnologyRecruitingStaffing Agency
Responsibilities
Lead, mentor, and coach a team of local, hybrid, and fully remote help desk staff across multiple time zones
Motivate and empower team members through regular 1:1s, coaching, and development opportunities
Establish, maintain, and enforce service standards to ensure consistent, high-quality support
Foster a culture of accountability, collaboration, and continuous improvement
Manage staffing models, scheduling, and forecasting to meet business needs
Monitor ticket queues and inbound call volumes to ensure timely response and resolution
Develop strategies to reduce issue intake, response times, and resolution times
Actively participate in escalations and complex customer support issues as needed
Identify trends in support data and create actionable improvement plans
Report monthly performance metrics related to calls, tickets, service levels, and team performance
Partner with internal IT peers and third-party vendors on Tier 2+ support strategies
Continuously refine processes, documentation, and workflows to improve scalability
Ensure excellent customer service through proactive communication and follow-up
Respond to customer feedback and complaints professionally, identifying opportunities for improvement
Qualification
Required
Strong experience with IT Service Management (ITSM) and IT Configuration Management
Proven people leadership and team development experience
Excellent customer service mindset with the ability to remain calm under pressure
Strong organizational, analytical, and problem-solving skills
Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences
Ability to balance technical priorities with business needs and outcomes
Strong relationship-building skills with internal stakeholders and external partners
Bachelor's degree required
3+ years of experience managing a help desk team using both call and ticketing systems
5+ years of hands-on experience troubleshooting technology issues
Company
Motion Recruitment
Motion Recruitment, a Kelly® Company, delivers IT Talent Solutions for Contract, Direct Hire, Managed Solutions and Statement of Work to all of North America from our 21 delivery centers.
501-1000 employees
H1B Sponsorship
Motion Recruitment has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (12)
2023 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Littlejohn & Co
2024-05-03Acquired
2018-04-30Private Equity
1998-06-04Private Equity
Leadership Team
Beth Gilfeather
CEO
Brad Page, MBA
Chief Financial Officer
Recent News
Kelly Services, Inc.
2025-10-28
TradingView
2025-02-14
Business Journals
2024-05-05
Company data provided by crunchbase