Kforce has a client that is seeking a Manager of IT Technical Support in Naperville, IL. Duties, Tasks and Responsibilities: Team Management: * Recruits, hires, onboards, and trains new team members * Assigns tasks and projects, delegates responsibilities, and provides performance feedback * Coaches and mentors team members, fostering a positive and productive work environment * Manages work hours for technology support agents including start/stop times, vacations, personal times, etc. * Manages relationship with 3rd party 24/7 helpdesk vendor Efficient Resolution of Technical Issues: * Establishes and maintains service level agreements (SLAs) for response and resolution times * Monitors team performance and identifies areas for improvement * Implements processes and procedures to streamline issue resolution Knowledge Base and Resources: * Develops and maintains documentation for common technical issues and solutions * Encourages knowledge sharing among team members * Stays up to date on emerging technologies and industry best practices * Evaluates new technologies and recommends their adoption when beneficial * Participates in professional development opportunities Budgeting/Resource Management/Reporting/Analytics: * Develops and manages the IT Technical Support budget * Identifies and procures necessary resources and equipment * Negotiates contracts with vendors for technical support services * Generates reports on team performance, key metrics, and trends * Analyzes data to identify areas for improvement and opportunities for innovation * Presents findings and recommendations * Other duties and projects as assigned