McCarthy Building

IT Support Manager

St. Louis, MO

Full-time

About This Job

Position Summary

McCarthy is seeking a full-time IT Support Manager located in St. Louis, MO to lead our IT Support team and operations. The successful, hands-on candidate will demonstrate a passion for leadership, development, teamwork, successful change management and a drive to deliver exceptional customer experiences to our partners.

Key Responsibilities

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Manage all aspects of IT Support Tier I and II operations including recruiting, onboarding, scheduling, daily activities, Service Level Agreements, overall expectations and team performance.

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Coordinate IT Support workloads amongst the team, including urgent and complicated support issues acting as an escalation point where needed.

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Oversee trend identification in-service incidents, act quickly to alert responsible parties, and effectively communicate with the user community.

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Team leadership

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+ Train, coach, and develop IT Support team members including career planning and development. Actively seek out opportunities for team members to participate in department / organizational initiatives and projects. Provide routine coaching and performance feedback to ensure team members deliver exceptional service.

+ Curate, analyze and deliver qualitative performance metrics and routinely deliver team member feedback.

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Provide regular Service Level Agreement reporting and analysis along with current trends.

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+ Evaluate key performance indicators for the team.

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+ - Develop monthly, quarterly and annual performance analysis reports and make strategic recommendations based on data.

- Ensure department SLAs are being met by following up on all overdue tickets weekly with owners and supervisors.

+ Solicit feedback from team members and internal clients on overall performance and opportunities for improvement. + Ensure IT Support team knowledgebase and documentation is 90% verified and current at all times. This includes self-service repositories. + Provide strategic recommendations to enhance help desk operations for best practices, recommend effective end user training, solution/knowledge repository, and identify opportunities to optimize service / staff performance. + Stay engaged with latest trends and technology in IT Support management by attending conferences, workshops, peer group meetings and/or performing industry research. + Partner closely with other teams to consider new ways to apply technology to drive greater outcomes and improve the user experience (improved efficiency, quality, self-service troubleshooting, scalability, etc.). + - Includes partnering with Application Support Team to identify automation, self-service or other opportunities to improve service or reduce ticket volume.

Qualifications

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3+ years experience as an effective, collaborative help desk or IT support leader

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BS / BSBA in Computer Science, Information Technology or relevant field preferred

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Solid technical background with robust problem-solving capabilities

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Excellent verbal and written communication skills

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Passion and experience leading and developing team members

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Strong organizational capabilities with a drive for continuous improvement

McCarthy is proud to be an equal opportunity employer, including disability and protected veteran status.

IT Support Manager

About This Job

Position Summary

Key Responsibilities

Qualifications

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