Golden Technology ยท 1 day ago
Help Desk Manager
St Louis, MO
Full-time
Onsite
Senior Level
7+ years expGolden Technology is a trusted partner for Fortune 500 clients, and they are seeking a Help Desk Manager to oversee the daily operations of the IT support team. This role involves managing help desk staff, implementing best practices, and enhancing IT operations to ensure effective resolution of technical issues for associates.
Information TechnologySkill AssessmentStaffing Agency
Responsibilities
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
Qualification
Required
7 plus years' experience in related field; 3-5 of which is in a leader/team lead capacity
Experience in systems development and project management
Experience in a matrix management environment
Preferred
Bachelor's degree in Computer Science or related field preferred
Benefits
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.
Company
Golden Technology
Golden Technology specializes in training, skill assessment, information technology staffing, project management, and consultancy services.
51-200 employees
H1B Sponsorship
Golden Technology 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
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Chris Guin
Chief Financial Officer
Michael Bryan
Vice President of Sales
Recent News
2026-01-06
Company data provided by crunchbase