IT Helpdesk Manager

WHO WE ARE We offer services in preconstruction, construction management, and general contracting.
We take individual ownership of projects and produce results.
Employees are empowered and held accountable.
We have a sense of urgency.
We do what it takes to get the job done on time, to the highest standards.
As a company we are flexible and adaptable, and so are our people.
If you are driven, solution-focused, results-oriented, and a true team player, we want to talk to you.
SUMMARY OF POSITION Kinsley is seeking an experienced and determined IT Helpdesk Manager for our growing IT Department in York, PA.
The IT Helpdesk Manager oversees the support team, ensuring that end-users receive the assistance they need with IT-related issues promptly and efficiently.
This role is instrumental in ensuring that IT support processes are streamlined, and the team consistently delivers top-notch support to the organization.
The IT Helpdesk Manager will report directly to the Director of Technology.
A successful candidate must obtain a bachelor's degree in Computer Science, Information Technology, or a related domain.
Prior experience in IT support, with a minimum of 2 years in a leadership or supervisory capacity is required.
Exceptional team management, problem-solving, and analytical skills are essential for this position.
We offer a competitive compensation and benefits package including Medical/Dental/Vision, Short/Long Term Disability, Life Insurance, 401K Plan with company match and paid PTO/holidays.
Qualified applicants may apply on our website at https://careers.
kinsleyconstruction.
com/ or mail, fax or email resume including salary requirement to: KINSLEY CONSTRUCTION, INC.
PO BOX 2886 YORK PA 17405 717-815-6909 (Fax) careers@kinsleyconstruction.
com WE ARE AN EQUAL OPPORTUNITY EMPLOYER FEMALES, MINORITIES, VETERANS AND INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY TYPICAL RESPONSIBILITIES / ESSENTIAL FUNCTIONS Direct the daily operations of the IT support team, leading, mentoring, and developing them for peak performance, continuous learning, and professional growth.
Address escalations, complex support challenges, and supervise major incidents, ensuring effective communication and timely resolution.
Collaborate with other IT leaders to integrate support with other IT functions, acting as the primary liaison for other departments and senior management concerning support operations.
Present reports on support performance to senior management, establishing key performance indicators to measure efficiency and effectiveness.
Regularly review and analyze these metrics to identify areas for improvement.
Design and implement best practices for support processes and operations, including ticket management, response time, and issue resolution.
Oversee vendor relationships relevant to IT support, ensuring top-quality service and value.
Formulate and manage service level agreements (SLAs) to ensure timely addressing of support requests, monitoring compliance, and implementing corrective actions when necessary.
Supervise the creation and delivery of IT training programs for end-users, promoting effective tech utilization and reducing recurring issues.
Participate in recruitment, training, and performance reviews for support staff.
Formulate and oversee the IT support budget, ensuring efficient resource allocation.
Assess and adopt support tools and technologies to enhance the team's capabilities.
Perform other related duties and responsibilities to support the IT Department.
EXPERIENCE & EDUCATION Bachelor’s degree in computer science, Information Technology, or a related domain 4+ years of experience in IT support, with a minimum of 2 years in a leadership or supervisory capacity Profound knowledge of IT service management tools (e.
g.
, ServiceNow, JIRA Service Desk) and ITIL practices Exceptional leadership and team management skills Strong analytical and problem-solving acumen Effective communication skills, both written and oral Ability to manage stressful situations while remaining composed ITIL certification is a distinct advantage