Help Desk Manager

Description

We are looking for an experienced Help Desk Manager to lead a team of technical support professionals in Waterloo/Cedar Falls, Iowa market. This position is focused on people leadership, operational oversight, and service performance rather than hands-on troubleshooting. The ideal candidate will guide daily priorities, promote accountability, and ensure timely, high-quality responses across end-user support functions.

Responsibilities:

Lead and supervise a team of 10 support employees, setting priorities, monitoring performance, and fostering a culture of accountability.

Coordinate daily service desk operations by assigning work, balancing workloads, and ensuring ticket response expectations are met.

Oversee support delivery across advanced end-user assistance, including escalated hardware, software, device, and connectivity issues handled by the team.

Manage team performance related to workstation preparation, peripheral deployment, and user setup to support a productive onboarding experience.

Ensure the team maintains reliable support for hardware validation and enterprise software installation in accordance with organizational standards.

Direct user account administration activities, including access changes and environment provisioning within approved controls and established procedures.

Reinforce security, privacy, and compliance expectations by ensuring support practices align with internal IT policies and licensing requirements.

Review documentation quality and encourage the creation of clear procedures, knowledge resources, and end-user guidance materials.

Support team participation in broader IT initiatives, including multi-site projects, assessments, and organizational expansion efforts.

Track service metrics and reporting to evaluate responsiveness, manage expectations with internal stakeholders, and identify opportunities for improvement.

Requirements

Demonstrated experience leading help desk or service desk teams in a people-management capacity.
Strong knowledge of service desk operations, ticketing workflows, and ITSM best practices.
Familiarity with Active Directory, Office 365 administration, and end-user support environments.
Ability to set clear expectations, direct workflow, and hold team members accountable for results.
Experience using reporting tools to monitor service levels, performance trends, and support outcomes.
Understanding of deskside support processes involving devices, peripherals, enterprise software, and user access.
Strong communication and stakeholder management skills with the ability to manage expectations effectively.

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.

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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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