IT Manager Desktop Support (46076)Levi Ray & Shoup Inc • Springfield, Missouri, United States
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IT Manager Desktop Support (46076)
Levi Ray & Shoup Inc
- Springfield, Missouri, United States
- Springfield, Missouri, United States
About
The IT Manager, Desktop Support is responsible for delivering high-quality end‑user support services, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments. This leader will combine strong technical knowledge with proven people leadership to develop staff, optimize support operations, and ensure support services meet organizational needs across both onsite and remote work environments.
Leadership and Team Management
Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts
Oversee workload distribution, employee performance, and career development planning
Foster a collaborative, customer‑focused, and high‑performing team culture
Provide technical guidance and mentorship to support professional growth across the team
Manage a distributed desktop support team serving three U.S. locations, remote insurance agents, and remote employees nationwide
Operational Management
Ensure timely response and resolution of incidents and service requests in accordance with established service level agreements
Monitor and improve service quality, operational efficiency, and end‑user satisfaction
Establish, track, and report on key performance indicators such as SLA performance, service quality, and first‑contact resolution
Drive consistency in support processes, documentation, and standard operating procedures
Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users
Technical Oversight
Oversee support and maintenance of end‑user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripherals
Guide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote users
Ensure reliability, performance, and security of supported endpoint systems
Partner with infrastructure and application teams to resolve escalated incidents and systemic issues
Support technology deployments, upgrades, hardware refreshes, and lifecycle management activities
Ensure effective support processes are in place for remote access, virtual support, device provisioning, and endpoint troubleshooting for users across the U.S.
Strategic Collaboration
Work with business partners and IT teams to align support services with organizational priorities
Contribute to business continuity and disaster recovery planning efforts
Identify opportunities for automation, tooling enhancements, and process improvements
Support cross‑functional initiatives that improve the user support experience and technical operations
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
5 to 10 years of progressive IT support experience, including leadership responsibility
Experience leading technical support teams, preferably in a Tier 2 support environment
Strong knowledge of Windows and Mac operating systems
Strong knowledge of endpoint hardware, peripherals, and desktop support tools
Experience supporting virtual desktop or virtual workstation environments
Demonstrated ability to manage SLAs, service metrics, and support performance
Strong troubleshooting, problem‑solving, and decision‑making skills
Excellent verbal and written communication skills
Preferred Qualifications
Experience leading distributed or multi‑site support teams
Experience supporting remote employees or field‑based users in a geographically dispersed environment
IT certifications or active participation in certification programs
Experience with scripting, automation, or endpoint management tools
Knowledge of ITIL or other IT service management frameworks
Leadership and team development
Operational excellence
Analytical thinking and problem‑solving
Collaboration and stakeholder management
Ability to work effectively in a fast‑paced, evolving environment
Additional Information
This role is based in Springfield, Illinois and is full‑time onsite
Occasional travel between locations may be required
Off‑hours support may be needed for critical incidents, system changes, or major deployments
Must be able to work cross‑functionally to resolve complex technical issues
Supports a user base that includes onsite employees, remote employees, and remote insurance agents across the United States
Compensation The base range for this contract position is $35.00 - $45.00 per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all U.S. locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.
EEO Statement LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status, or protected veteran status.
Generative AI Disclosure In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.
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Languages
- English
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