Help Desk Manager

Location: Little Rock, AR (Ideal), or St. Louis Missouri area

Travel Required: Minimal

Full-Time role with benefits

The Help Desk Manager provides first-line technical support to employees across the organization. This role monitors the IT ticketing system, ensures timely resolution in accordance with established SLAs, and maintains a high level of customer satisfaction.

• Ticket Management: Monitor the IT ticketing system throughout the day to accurately categorize and update tickets.
• Resolution: Resolve common end-user issues related to hardware, software, network, and accounts.
• SLA Tracking: Track service levels and follow up on overdue tickets with responsible teams.
• Reporting: Prepare and distribute daily, weekly, or monthly ticket reports to highlight recurring trends.

• Licensing: Must be able to obtain a state-required Registry (Arkansas) or Facility Agent (Missouri).
• Background Check: Must be able to pass a state and federal fingerprint-based criminal background check.
• Driver’s License: Reliable transportation and a valid driver’s license are required.
• Experience: 5+ years of IT help desk, service desk, or technical support experience.
• Certifications: IT Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are preferred.
• Physical: Must be able to lift and carry up to 50 pounds and work in bright, hot, humid, or low-light conditions.