Kforce has a client that is seeking a Service Desk/Helpdesk Manager in Fort Worth, TX. Purpose: The Service Desk/Helpdesk Manager will lead and manage the onsite IT Service Desk team, ensuring timely and effective resolution of technical issues while maintaining exceptional customer service standards. This role is critical to supporting clinical and administrative operations by overseeing incident management, driving continuous improvement, and fostering strong relationships across departments. Essential Functions: * Supervise and mentor a team of up to 6 help desk technicians, ensuring high performance and accountability * Oversee daily operations of the IT Service Desk, including ticket triage, escalation, and resolution * Serve as the primary point of contact for major incidents, coordinating response and communication during outages or high-impact events * Monitor and report on service desk metrics (e.g., response time, resolution rate, customer satisfaction) * Collaborate with other IT teams to ensure seamless escalation and resolution of complex issues * Develop and maintain documentation, SOPs, and knowledge base articles * Lead initiatives to improve incident management processes and service delivery * Ensure compliance with healthcare IT standards, data privacy regulations, and internal policies * Provide hands-on support when needed, including troubleshooting hardware, software, and network issues