Overview
On Site
USD 70,000.00 - 85,000.00 per year
Full Time
Skills
Help Desk
Management
Scheduling
Performance Monitoring
Issue Tracking
Coaching
Mentorship
Training
Customer Service
Collaboration
Process Improvement
IT Management
FOCUS
Service Desk
Knowledge Base
Documentation
User Guides
Continuous Improvement
Remote Desktop
Communication
Problem Solving
Conflict Resolution
Organizational Skills
Microsoft Azure
Microsoft Windows
IOS Development
Mobile Device Support
Computer Networking
DNS
Dragon NaturallySpeaking
DHCP
TCP/IP
Microsoft Exchange
Microsoft Outlook
ServiceNow
Cisco
Citrix
Cloud Computing
Dell
IT Service Management
Active Directory
Computer Hardware
Configuration Management
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
Key Responsibilities:
Supervise the daily operations of the service desk team, including scheduling, workload balancing, and performance monitoring.
Act as an escalation point for complex or unresolved technical issues.
Ensure all service desk activities comply with established IT policies, procedures, and SLAs.
Monitor ticketing system (Freshservice) to ensure accurate logging, tracking, and resolution of incidents and requests.
Provide coaching, mentoring, and training to service desk staff to improve technical skills and customer service.
Collaborate with the Infrastructure Team and Applications Team to identify and address systemic issues, recurring incidents, and opportunities for process improvement.
Prepare and present regular reports on service desk metrics, trends, and performance to senior IT leadership.
Focus on service desk metrics and trends to create solutions to mitigate future tickets.
Participate in the development and maintenance of knowledge base documentation and user guides.
Foster a culture of continuous improvement and customer-focused service.
Qualifications:
Proficiency with support tools and systems (e.g., ticketing platforms, remote desktop tools).
Excellent communication, problem-solving, and organizational skills.
Ability to handle multiple priorities and adapt in a fast-paced environment.
Familiarity with Azure AD, Windows, IOS, and mobile device support.
Understanding of Networking basics (DNS, DHCP, TCP/IP)
Understanding of Exchange, Outlook, and M365
Understanding of Okta Admin a plus
Fresh Service - Integrates / Service Now
Requirements
Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support
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.
Key Responsibilities:
Supervise the daily operations of the service desk team, including scheduling, workload balancing, and performance monitoring.
Act as an escalation point for complex or unresolved technical issues.
Ensure all service desk activities comply with established IT policies, procedures, and SLAs.
Monitor ticketing system (Freshservice) to ensure accurate logging, tracking, and resolution of incidents and requests.
Provide coaching, mentoring, and training to service desk staff to improve technical skills and customer service.
Collaborate with the Infrastructure Team and Applications Team to identify and address systemic issues, recurring incidents, and opportunities for process improvement.
Prepare and present regular reports on service desk metrics, trends, and performance to senior IT leadership.
Focus on service desk metrics and trends to create solutions to mitigate future tickets.
Participate in the development and maintenance of knowledge base documentation and user guides.
Foster a culture of continuous improvement and customer-focused service.
Qualifications:
Proficiency with support tools and systems (e.g., ticketing platforms, remote desktop tools).
Excellent communication, problem-solving, and organizational skills.
Ability to handle multiple priorities and adapt in a fast-paced environment.
Familiarity with Azure AD, Windows, IOS, and mobile device support.
Understanding of Networking basics (DNS, DHCP, TCP/IP)
Understanding of Exchange, Outlook, and M365
Understanding of Okta Admin a plus
Fresh Service - Integrates / Service Now
Requirements
Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support
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.