Overview
On Site
USD 60,000.00 - 70,000.00 per year
Full Time
Skills
Service Delivery
Leadership
Supervision
Customer Service
Configuration Management
Collaboration
Performance Metrics
Help Desk
Technical Support
IT Service Management
Active Directory
Computer Hardware
Call Center
Customer Relationship Management (CRM)
Management
Mentorship
Communication
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for a dedicated Help Desk Manager to lead our IT support team in East Lansing, Michigan. This position involves overseeing daily operations, ensuring high-quality service delivery, and fostering a customer-focused environment. The ideal candidate will bring strong technical expertise and proven leadership skills to manage and enhance help desk operations.
Responsibilities:
Oversee the daily operations of the help desk, ensuring timely and effective resolution of technical issues.
Provide direct supervision to the IT support team, offering guidance and performance feedback.
Implement and manage IT service management (ITSM) processes to maintain high service standards.
Monitor and optimize call center operations to ensure exceptional customer service.
Coordinate hardware and software deployments, including configuration and setup.
Manage and maintain Active Directory to support user access and security protocols.
Develop and enforce policies for configuration management and asset tracking.
Offer deskside support for escalated technical issues requiring hands-on assistance.
Collaborate with other departments to align help desk services with organizational goals.
Track and analyze help desk performance metrics to identify areas for improvement.
Requirements
Proven experience in managing a help desk or IT support team.
Strong knowledge of ITSM practices and tools.
Proficiency in Active Directory and its management.
Familiarity with computer hardware and configuration processes.
Experience in call center operations and customer service management.
Demonstrated ability to supervise and mentor team members effectively.
Hands-on experience with deskside support and troubleshooting.
Excellent organizational and communication skills.
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.
We are looking for a dedicated Help Desk Manager to lead our IT support team in East Lansing, Michigan. This position involves overseeing daily operations, ensuring high-quality service delivery, and fostering a customer-focused environment. The ideal candidate will bring strong technical expertise and proven leadership skills to manage and enhance help desk operations.
Responsibilities:
Oversee the daily operations of the help desk, ensuring timely and effective resolution of technical issues.
Provide direct supervision to the IT support team, offering guidance and performance feedback.
Implement and manage IT service management (ITSM) processes to maintain high service standards.
Monitor and optimize call center operations to ensure exceptional customer service.
Coordinate hardware and software deployments, including configuration and setup.
Manage and maintain Active Directory to support user access and security protocols.
Develop and enforce policies for configuration management and asset tracking.
Offer deskside support for escalated technical issues requiring hands-on assistance.
Collaborate with other departments to align help desk services with organizational goals.
Track and analyze help desk performance metrics to identify areas for improvement.
Requirements
Proven experience in managing a help desk or IT support team.
Strong knowledge of ITSM practices and tools.
Proficiency in Active Directory and its management.
Familiarity with computer hardware and configuration processes.
Experience in call center operations and customer service management.
Demonstrated ability to supervise and mentor team members effectively.
Hands-on experience with deskside support and troubleshooting.
Excellent organizational and communication skills.
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.