IT Helpdesk Support Lead

Kansas City, MO

Posted: 12/03/2019 Industry: Information Technology Job Number: EB-5005554856 Pay Rate: $55,000.00

Job Description


Job Summary: To lead the helpdesk department towards excellence for customer/agent care and helpdesk.


  • Establishes system-wide software and hardware standards, requirements, and specifications.
  • Reviews and approves all system technology purchases to assure compatibility.
  • Formulates technology training policies, programs, and schedules based on knowledge of identified training needs.
  • Improves operations by recommending changes in policies and procedures that are needed or will streamline processing.
  • Provides professional development opportunities for technical and training support staff to keep abreast of the rapid changes in technology and software.
  • Maintains project schedule for Helpdesk and Network Administration.
  • Requisitions new materials, maintenance supplies, and other miscellaneous items needed by the Technology Team.
  • Directs Support staff in technology maintenance and installation.
  • Oversee all installations and provide a level of escalation on Scope of Work.
  • Confers with administrators and call center managers for escalation.
  • Manages and maintains inventory of technology
  • Ticket Management


  • Knowledge of current and upcoming technologies.
  • Leadership
  • Current certifications
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