Help Desk Manager | Service Desk Manager

Description

We are looking for a skilled Help Desk Manager to join our team in Davenport, Iowa. This Contract to permanent position requires a proactive leader who can oversee the daily operations of the service desk, manage workflows, and implement process improvements to enhance efficiency. The ideal candidate will have a strong background in service desk management and a proven ability to lead teams effectively.

Responsibilities:
Supervise and guide service desk technicians to ensure efficient handling of daily workflows and tasks.
Manage ticketing systems, ensuring proper categorization and resolution of Tier 1 through Tier 3 support tickets.
Optimize internal processes to improve service delivery and streamline operations.
Monitor and report on key performance metrics (KPIs) to identify areas for improvement.
Address escalated issues and ensure timely resolutions to maintain customer satisfaction.
Implement best practices for service desk operations and staff management.
Facilitate training and development programs to enhance the skills of service desk personnel.
Collaborate with other departments to align service desk operations with overall business goals.
Oversee call volume management, ensuring technicians handle 15-20 calls per day effectively.
Leverage IT consulting experience or expertise in Active Directory to support technical needs.

Requirements

Minimum of 3 years of experience in service desk or help desk management.
Proven leadership skills with experience managing teams and optimizing workflows.
Proficiency in managing ticketing systems, such as Halo or similar platforms.
Strong technical knowledge of Active Directory and IT support processes.
Ability to handle Tier 1 through Tier 3 tickets with efficiency and accuracy.
Experience in business process improvement and KPI reporting.
Excellent communication skills for team collaboration and customer interactions.
Familiarity with IT consulting or deskside support is highly desirable.

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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.

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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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