Overview
On Site
USD 80,000.00 - 100,000.00 per year
Full Time
Skills
Information Technology
Recruiting
Performance Improvement
Technical Writing
Customer Experience
KPI
Publications
Attention To Detail
Technical Support
Microsoft Azure
ServiceNow
Leadership
Supervision
Training
Delegation
Coaching
Performance Management
Critical Thinking
Problem Solving
Conflict Resolution
Writing
Customer Service
Management
Organizational Skills
Microsoft Office
Microsoft Excel
Microsoft Outlook
Microsoft PowerPoint
Cisco
Citrix
Cloud Computing
Dell
IT Service Management
Active Directory
Computer Hardware
Configuration Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
Duties and Responsibilities
Supervises a team of information technology (IT) support staff to provide expert technical support for assigned platforms. Manages the performance of assigned staff, including hiring, coaching, counseling, performance improvement, and career development.
Develops and maintains comprehensive technical documentation for platforms and processes. Prepares and updates help guides for end users.
Conducts training sessions for staff to ensure effective use of platforms.
Leads IT projects, ensuring timely completion and alignment with organizational goals.
Acts as the escalation point for complex technical issues that cannot be resolved promptly.
Identifies and escalate complex issues to higher-level technical teams when necessary.
Provides friendly and detail oriented support to all users. Suggests ideas for enhancement or ways to improve customer experience.
Ensures the clear, precise, and accurate updates and recordkeeping of issues and resolutions in the case management system (e.g., ServiceNow).
Reports weekly key performance indicators (KPIs) based on team performance and makes recommendations to improve performance results.
Keeps abreast of all industry standards and trends as it relates to the management of IT services & support functions
Maintains detail oriented, technical, and industry knowledge through continuing education, detail oriented publications, and detail oriented associations.
Performs other related duties as assigned to meet the needs of the business
Knowledge, Skills, and Abilities
Knowledge of IT support systems (e.g., Active Directory, Azure, Entra, Intune, Tanium, ServiceNow)
Leadership and supervisory skills to coordinate the work and development of other through training, delegation, coaching, counseling, and performance management
Skill in applying critical thinking, analysis, and problem-solving methods to resolve complex technical issues
Skill and ability to communicate verbally clearly and concisely and in writing
Customer service skills via multiple channels (e.g., telephone, email, chat)
Skill in managing projects, organizing, prioritizing, and meeting deadlines
Proficiency with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
Ability to maintain confidentiality and maintain appropriate discretion
Requirements
Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, 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.
Duties and Responsibilities
Supervises a team of information technology (IT) support staff to provide expert technical support for assigned platforms. Manages the performance of assigned staff, including hiring, coaching, counseling, performance improvement, and career development.
Develops and maintains comprehensive technical documentation for platforms and processes. Prepares and updates help guides for end users.
Conducts training sessions for staff to ensure effective use of platforms.
Leads IT projects, ensuring timely completion and alignment with organizational goals.
Acts as the escalation point for complex technical issues that cannot be resolved promptly.
Identifies and escalate complex issues to higher-level technical teams when necessary.
Provides friendly and detail oriented support to all users. Suggests ideas for enhancement or ways to improve customer experience.
Ensures the clear, precise, and accurate updates and recordkeeping of issues and resolutions in the case management system (e.g., ServiceNow).
Reports weekly key performance indicators (KPIs) based on team performance and makes recommendations to improve performance results.
Keeps abreast of all industry standards and trends as it relates to the management of IT services & support functions
Maintains detail oriented, technical, and industry knowledge through continuing education, detail oriented publications, and detail oriented associations.
Performs other related duties as assigned to meet the needs of the business
Knowledge, Skills, and Abilities
Knowledge of IT support systems (e.g., Active Directory, Azure, Entra, Intune, Tanium, ServiceNow)
Leadership and supervisory skills to coordinate the work and development of other through training, delegation, coaching, counseling, and performance management
Skill in applying critical thinking, analysis, and problem-solving methods to resolve complex technical issues
Skill and ability to communicate verbally clearly and concisely and in writing
Customer service skills via multiple channels (e.g., telephone, email, chat)
Skill in managing projects, organizing, prioritizing, and meeting deadlines
Proficiency with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
Ability to maintain confidentiality and maintain appropriate discretion
Requirements
Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, 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.