Description
We are offering a contract to hire employment opportunity for a Help Desk Manager in Houston, Texas. This role will focus on leading a Service Desk team, ensuring customer satisfaction, and refining service operations. The successful candidate will have experience managing a range of technical issues and will work closely with other IT staff to deliver timely support services.
Responsibilities:
Lead the Service Desk team to meet key performance indicators and service level agreements
Manage the onboarding and offboarding process, including equipment provisioning, identity and access management, audit, compliance, and equipment decommissioning
Monitor and align operational performance against business goals
Use ITIL methodology to refine and improve service operations
Maintain and present performance and health metrics to the IT management team
Establish and maintain service level agreements for all service offerings
Manage a device agnostic environment (i.e. Windows. OSX, iOS, Android, etc.)
Conduct knowledge sharing within the team to manage various technical issues
Manage after-hours support for high priority incidents through offshore and on-call teams
Deliver timely support services to the business through internal or external engineer and desktop support resources
Proactively manage high priority tickets to minimize escalations and address escalations when needed.
Requirements
Proven experience as a Help Desk Manager or similar role in IT
Proficiency in Citrix Technologies and working knowledge of Microsoft tools
Demonstrable experience with databases and EO/IR systems
Solid understanding of networking principles and infrastructure
Experience with Active Directory and Configuration Management
Expertise in Computer Hardware and its troubleshooting
Familiarity with Deskside Support and Configuration Management
Ability to manage deployments effectively
Strong problem-solving abilities with an analytical mind
Excellent communication and leadership skills
Relevant certification or degree in Computer Science, IT or related field is preferred.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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