Job Description
Job DescriptionSalary: DOE
Forward Slash Technologyis a St. Louis-based Cyber Security and Information Technology, Managed Services provider.
We are seeking a highly qualified Help Desk Manager to lead our technical support team, deliver exceptional customer service, and ensure prompt and effective resolution of technical issues. This leader will continue our upward trend of providing white glove servicebeing responsive, polite, and results-focusedand will bring the technical depth to guide staff in solving problems on the spot.
The ideal candidate will combine strong technical expertise, a customer-first mindset, and the leadership skills to develop a high-performing team. They will also bring an understanding of how help desk operations impact the broader business, making decisions with both immediate needs and long-term outcomes in mind.
The successful candidate will
- Lead and manage FSTs Help Desk team, including daily workload coordination, 1:1s, development plans, and performance management
- Foster a culture of white glove service, ensuring responsiveness, professionalism, and resolution excellence in every client interaction
- Provide real-time technical guidance to Help Desk staff during client calls, ensuring stuck tickets are resolved efficiently
- Create and implement training programs to grow staff technical knowledge and troubleshooting capabilities
- Oversee day-to-day Help Desk operations, coordinate scheduling, and ensure coverage for operating workloads in line with contractual requirements
- Manage escalations and ensure timely resolution
- Monitor ticket volume and performance metrics, taking corrective action when needed
- Conduct resume reviews, phone screens, and interviews for Help Desk team positions
- Review timesheets for completeness and accuracy
- Develop daily, weekly, and monthly reports on team productivity
- Manage contractual SLAs and prepare month-end reports
- Maintain dashboard reports, analyze trends, and suggest proactive service improvements
- Serve as central point of contact for support-related service, escalations, and inquiries
- Provide customer feedback to internal teams for continual improvement
Requirements & Skills
- 5+ years managing Help Desk and/or IT staff
- Hands-on experience with Help Desk and remote control software
- Strong technical background with the ability to provide live guidance and troubleshooting to staff
- Solid understanding of business operations and the impact of Help Desk decisions on the broader company
- Some college coursework required; a degree in business administration, computer science, or related field preferred
- Excellent written and verbal communication skills
- Proven ability to develop, lead, and motivate a technical support team
- Customer-service oriented with a problem-solving attitude
- Experience recruiting and interviewing staff a plus
Specific Requirements
To maintain employment with our company, by mandate, each employee MUST complete and have the following.
- Must be able to pass a MSHP/Federal fingerprint-based background check (no felonies)
- Must complete a CJIS Security & Privacy Training Certification
- Must be a US Citizen
- Must have a valid US driver's license with a clean driving record
Other
- Full-time position
- Monday thru Friday
- Job is performed in our office near West County Mall in Town & Country, MO