Sr Mgr - Help Desk & Application Support

Kenco•Chattanooga, TN

13d

About The Position

The Senior Manager of Help Desk & Application Support provides strategic leadership and governance for Kenco’s enterprise support environment. This role oversees the performance, effectiveness, and maturity of Help Desk operations and Application Support functions to ensure system availability, service quality, and alignment to organizational goals. The Senior Manager drives the development of support standards, evaluates operational health using KPIs, and leads continuous improvement efforts that enhance user experience and operational reliability across both headquarters and remote operations.

Requirements

Bachelor’s degree in IT, Computer Science, Engineering, or related field, or equivalent experience.
10 years of IT support experience, including 5 years in leadership.
2 years’ experience managing offshore teams.
Experience with ITIL frameworks and large‑scale IT change efforts.
Strong communication, planning, problem‑solving, and relationship‑building skills.
Ability to travel periodically as required for site walkthroughs and cutovers.

Responsibilities

Leads and develops the Help Desk and Application Support teams, ensuring effective supervision, capability development, and accountability of domestic and offshore team members.
Provides strategic oversight of Level 2 application support for Kenco product and service lines by establishing governance for service levels, escalation models, and performance metrics; oversee measurement and reporting.
Analyzes operational KPIs, trending, network outage impacts, and overall support performance to transform the IT Support Structure.
Develops and reengineers processes to execute short and long-term strategies.
Own governance of support documentation, including standards, controls, disaster recovery procedures, SLAs, and escalation protocols. Ensure documentation accuracy and remediation of audit findings.
Oversees site implementation readiness through oversight of various IT Procurement and deployment of personnel to remote locations for training and site setup.
Ensures governance of support processes by providing vendor performance insights, managing support levels and new product implementation procedures, maintaining process updates, and addressing audit findings.
Partners with IT leadership to manage annual budgets for software, hardware, and support tools. Govern software lifecycle management, hardware lifecycle maintenance, and compliance.
Other duties as assigned.

Benefits

Medical insurance including HSA, HRA and FSA accounts
Supplemental insurance including critical illness, hospital indemnity, accidental injury
Dental Insurance
Vision Insurance
Basic Life and Supplemental Life
Short Term and Long Term Disability
Paid Parental Leave
401(k)
Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment)
Employer Paid Holidays- 10 days