What are the responsibilities and job description for the Service Desk / Helpdesk Manager position at Kforce Technology Staffing?
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk/Helpdesk Manager in Fort Worth, TX.
Purpose:
The Service Desk/Helpdesk Manager will lead and manage the onsite IT Service Desk team, ensuring timely and effective resolution of technical issues while maintaining exceptional customer service standards. This role is critical to supporting clinical and administrative operations by overseeing incident management, driving continuous improvement, and fostering strong relationships across departments.
Essential Functions:
* 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
REQUIREMENTS:
* 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
* 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
* Ability to remain calm and focused under pressure, especially during outages or high-stress situations
* ITIL certification or equivalent knowledge strongly preferred
* Experience in a healthcare or regulated environment preferred
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a Service Desk/Helpdesk Manager in Fort Worth, TX.
Purpose:
The Service Desk/Helpdesk Manager will lead and manage the onsite IT Service Desk team, ensuring timely and effective resolution of technical issues while maintaining exceptional customer service standards. This role is critical to supporting clinical and administrative operations by overseeing incident management, driving continuous improvement, and fostering strong relationships across departments.
Essential Functions:
* 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
REQUIREMENTS:
* 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
* 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
* Ability to remain calm and focused under pressure, especially during outages or high-stress situations
* ITIL certification or equivalent knowledge strongly preferred
* Experience in a healthcare or regulated environment preferred
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $40 - $43
