Description Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.
The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.
Key Responsibilities
- Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.
- Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.
- Implement and optimize ITSM processes, including incident, request, problem, and change management.
- Administer and improve the organization's IT ticketing platform, workflows, SLAs, and reporting.
- Develop and maintain knowledge base articles, SOPs, and technical documentation.
- Track service desk KPIs and use reporting to identify trends and drive operational improvements.
- Partner with IT and business stakeholders to resolve issues and improve the overall end-user experience.
- Support multiple U.S. and Canadian locations with occasional travel as needed.
Qualifications
- 5+ years of IT Service Desk or Help Desk leadership experience.
- Experience implementing or improving ITSM processes and ticketing platforms.
- Proven success leading technical support teams and developing staff.
- Strong organizational, communication, and customer service skills.
- Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals.
- ITIL certification or equivalent experience is a plus.
- Experience supporting manufacturing, logistics, distribution, or other 24/7 environments is preferred.
Why This Opportunity?
This is an opportunity to make a meaningful impact by shaping the future of IT service delivery within a growing organization. You'll have the autonomy to improve processes, develop a high-performing team, and build a service desk that delivers outstanding support across multiple locations.
Requirements Qualifications
- 5+ years of IT Service Desk or Help Desk leadership experience.
- Experience implementing or improving ITSM processes and ticketing platforms.
- Proven success leading technical support teams and developing staff.
- Strong organizational, communication, and customer service skills.
- Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals.
- ITIL certification or equivalent experience is a plus.
- Experience supporting manufacturing, logistics, distribution, or other 24/7 environments 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.
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 and Privacy Notice.
Never miss an opportunity! Create an alert based on the job you applied for.