Help Desk and Infrastructure Manager

Description

We are looking for an experienced Help Desk and Infrastructure Manager to oversee IT support operations and infrastructure management within a dynamic manufacturing environment. This role combines leadership responsibilities with hands-on technical expertise to ensure seamless IT operations. As this is a long-term contract position, the ideal candidate will have a strong commitment to building processes and developing team capabilities for sustained organizational growth.

Responsibilities:
Lead and mentor a team of four IT support professionals, fostering their growth and enhancing their technical abilities.
Serve as the primary escalation point for Tier 2 support issues, ensuring timely and effective resolution.
Manage approximately 400 support tickets monthly, maintaining high-quality service standards.
Develop and implement a tiered support model to streamline operations and improve efficiency.
Administer and optimize Microsoft O365/M365 services to meet organizational needs.
Oversee endpoint management, patching, and updates using NinjaOne to ensure system security and functionality.
Manage and improve Zendesk ticketing workflows, including metrics tracking and reporting.
Build and maintain a SharePoint-based intranet and collaborate with marketing on SharePoint-driven initiatives.
Identify gaps in team skills and operational processes, implementing training or staffing solutions to address them.
Contribute to long-term IT planning and scalability by preparing for future workforce management tools and capabilities.

Requirements

Proven experience in IT support operations, preferably within a tiered support model.
Proficiency in managing Microsoft O365/M365 environments.
Hands-on experience with ticketing systems, with Zendesk experience preferred.
Familiarity with endpoint management and patching tools, such as NinjaOne.
Strong troubleshooting skills and the ability to effectively manage escalations.
Demonstrated ability to lead and develop early-career IT staff.
Knowledge of Active Directory, backup technologies, and ITIL processes.
Experience with Microsoft SharePoint and configuration management tools.

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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