STL 1st ยท 4 days ago
Information Technology Help Desk Supervisor
Des Moines Metro
Contract
Onsite
Mid, Senior LevelSTL 1st is seeking an experienced IT Helpdesk Supervisor to lead and stabilize their support organization. The role involves overseeing helpdesk operations, optimizing support processes, and mentoring teams to enhance service delivery and user experience.
Staffing & Recruiting
No H1B
Responsibilities
Lead and support the IT Helpdesk team, ensuring consistent, high-quality service delivery
Own ticket queue management within Remedy, ensuring issues are prioritized, resolved promptly, and escalated appropriately
Balance workloads across the team to ensure tickets are picked up, progressed, and closed efficiently
Review tickets regularly and manage escalations to maintain service-level expectations
Identify, implement, and refine helpdesk processes to improve efficiency and user satisfaction
Maintain team stability through effective staffing oversight and operational planning
Prepare and deliver clear, concise executive-level reporting on helpdesk performance, trends, and metrics
Partner with technical teams to resolve complex or high-impact issues
Foster strong communication within the helpdesk and across IT and business teams
Qualification
Required
Proven experience leading an IT Helpdesk or Service Desk team
Strong working knowledge of ticketing systems, especially Remedy
Excellent communication skills with the ability to engage both technical teams and executive stakeholders
A process-driven mindset with experience improving workflows and service operations
Experience creating and presenting performance metrics and executive reports
Ability to work onsite full-time in Urbandale, IA, with limited travel
Background in project management or hands-on IT support is a plus
Company
STL 1st
Local Staffing and Talent Solutions firm dedicated to putting St. Louis 1st always and in all ways.
Founded in 2024
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase