2025-06-09 McCarthy Building Companies, Inc.
Other
/yr
employee
contract
St. Louis Missouri 63101 United States
McCarthy Building Companies, Inc.
Position Summary
McCarthy is seeking a full-time IT Support Manager located in St. Louis, MO to lead our IT Support team and operations. The successful, hands-on candidate will demonstrate a passion for leadership, development, teamwork, successful change management and a drive to deliver exceptional customer experiences to our partners.
Key Responsibilities
Manage all aspects of IT Support Tier I and II operations including recruiting, onboarding, scheduling, daily activities, Service Level Agreements, overall expectations and team performance.
Coordinate IT Support workloads amongst the team, including urgent and complicated support issues acting as an escalation point where needed.
Oversee trend identification in-service incidents, act quickly to alert responsible parties, and effectively communicate with the user community.
Team leadership
Train, coach, and develop IT Support team members including career planning and development. Actively seek out opportunities for team members to participate in department / organizational initiatives and projects. Provide routine coaching and performance feedback to ensure team members deliver exceptional service.
Curate, analyze and deliver qualitative performance metrics and routinely deliver team member feedback.
Provide regular Service Level Agreement reporting and analysis along with current trends.
Evaluate key performance indicators for the team.
Develop monthly, quarterly and annual performance analysis reports and make strategic recommendations based on data.
Ensure department SLAs are being met by following up on all overdue tickets weekly with owners and supervisors.
Solicit feedback from team members and internal clients on overall performance and opportunities for improvement.
Ensure IT Support team knowledgebase and documentation is 90% verified and current at all times. This includes self-service repositories.
Provide strategic recommendations to enhance help desk operations for best practices, recommend effective end user training, solution/knowledge repository, and identify opportunities to optimize service / staff performance.
Stay engaged with latest trends and technology in IT Support management by attending conferences, workshops, peer group meetings and/or performing industry research.
Partner closely with other teams to consider new ways to apply technology to drive greater outcomes and improve the user experience (improved efficiency, quality, self-service troubleshooting, scalability, etc.).
Includes partnering with Application Support Team to identify automation, self-service or other opportunities to improve service or reduce ticket volume.
Qualifications
3+ years experience as an effective, collaborative help desk or IT support leader
BS / BSBA in Computer Science, Information Technology or relevant field preferred
Solid technical background with robust problem-solving capabilities
Excellent verbal and written communication skills
Passion and experience leading and developing team members
Strong organizational capabilities with a drive for continuous improvement
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McCarthy is proud to be an equal opportunity employer, including disability and protected veteran status.
Equal employment opportunity, including veterans and individuals with disabilities.
