Help Desk Manager

Description

We are offering a contract to permanent employment opportunity for a Help Desk Manager in the office. The role involves managing the day-to-day operations of the service desk in the Information Technology industry. The Help Desk Manager will supervise the Service Desk Analysts, ensuring all support requests are handled effectively and efficiently.

Responsibilities
Supervise the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure high-quality customer service
Manage the daily operations of the service desk, ensuring efficient and timely handling of all support requests
Develop and implement processes and procedures to enhance the efficiency and effectiveness of the service desk
Monitor service desk performance, identify areas for improvement, and implement changes as needed to meet service level agreements (SLAs)
Collaborate with other IT department members to ensure effective support for all IT systems and services
Provide training and support to Service Desk Analysts, enabling them to effectively use the IT systems and deliver high-quality customer service
Handle escalated support requests, collaborating with other IT department members as needed to resolve complex issues
Act as a change agent, driving new firm initiatives
Demonstrate strategic focus, defining goals and following through to achieve results
Effectively manage a team of Service Desk Analysts, motivating, coaching, and developing them.

Requirements

Proven proficiency in Cisco Technologies
Solid understanding and experience with Citrix Technologies
Ability to implement and manage Cloud Technologies
Familiarity with Dell Technologies
Proficient in IT Service Management (ITSM)
Experience with Active Directory
Strong knowledge of Computer Hardware
Experience in Configuration Management
Proven track record in managing Deployments
Experience in providing Deskside Support

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.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.