Kforce Inc ยท 8 hours ago
Helpdesk Manager
Fort Worth, TX
Contract
Onsite
Senior Level
$37/hr - $43/hr
5+ years expKforce Inc is seeking a Helpdesk Manager to lead and manage the onsite IT Service Desk team in Fort Worth, TX. The role involves ensuring timely resolution of technical issues while maintaining high customer service standards and overseeing incident management and continuous improvement initiatives.
ConsultingEmploymentFinancial ServicesHuman ResourcesStaffing Agency
Responsibilities
Supervise and mentor a team of up to 6 help desk technicians, ensuring high performance and accountability
Oversee daily operations of the IT Service Desk, including ticket triage, escalation, and resolution
Serve as the primary point of contact for major incidents, coordinating response and communication during outages or high-impact events
Monitor and report on service desk metrics (e.g., response time, resolution rate, customer satisfaction)
Collaborate with other IT teams to ensure seamless escalation and resolution of complex issues
Develop and maintain documentation, SOPs, and knowledge base articles
Lead initiatives to improve incident management processes and service delivery
Ensure compliance with healthcare IT standards, data privacy regulations, and internal policies
Provide hands-on support when needed, including troubleshooting hardware, software, and network issues
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
5 years of experience in IT support or service desk operations with at least 2 years in a supervisory or managerial role
Familiarity with HIPAA and healthcare IT compliance standards
Exceptional interpersonal and communication skills; Able to build trust and rapport with clinical and non-clinical staff
Strong leadership and team-building capabilities
Advanced troubleshooting and problem-solving skills across a range of IT systems
Ability to remain calm and focused under pressure, especially during outages or high-stress situations
Proficiency in ITSM tools (e.g., ServiceNow, Zendesk, Jira) and ticketing systems
Knowledge of ITIL framework and best practices
Commitment to continuous quality improvement and operational excellence
Ability to prioritize tasks and manage multiple projects simultaneously
Preferred
ITIL certification or equivalent knowledge strongly preferred
Experience in a healthcare or regulated environment preferred
Benefits
Medical/dental/vision insurance
HSA
FSA
401(k)
Life, disability & ADD insurance
Company
Kforce Inc
Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services.
1001-5000 employees
H1B Sponsorship
Kforce Inc 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 (792)
2024 (667)
2023 (734)
2022 (843)
2021 (1197)
2020 (858)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-05-20IPO
2014-06-08Acquired
Leadership Team
Aaron Travis
Digital Experience Delivery Director | Kforce Consulting Solutions
Recent News
2025-11-19
2025-11-07
2025-11-04
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