Overview
On Site
USD 110,000.00 - 125,000.00 per year
Full Time
Skills
Help Desk
IT Security
Service Desk
Performance Metrics
KPI
Productivity
Coaching
Training
Technical Support
Workflow
Knowledge Management
Onboarding
Access Control
Corrective And Preventive Action
Firewall
Auditing
Management
FOCUS
Customer Service
Operational Excellence
Cyber Security
Incident Management
Endpoint Protection
Firewall Administration
Cisco
Citrix
Dell
Cloud Computing
IT Service Management
Active Directory
Computer Hardware
Configuration Management
Leadership
Communication
Mentorship
Risk Assessment
Regulatory Compliance
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for a dynamic Help Desk Manager with a strong background in IT security to lead our service desk operations and ensure the integrity of our systems. Based in Houston, Texas, this role requires a strategic thinker who can manage day-to-day IT support while implementing robust security measures. The ideal candidate will possess excellent leadership skills, technical expertise, and a passion for delivering exceptional service.
Responsibilities:
Oversee the daily operations of the IT Service Desk team to ensure efficient resolution of technical issues and a high standard of customer service.
Define and track performance metrics and KPIs to monitor team productivity and service quality.
Manage service requests, incidents, and escalations using designated tools and processes.
Provide coaching, mentorship, and training to support staff to enhance their technical capabilities and customer service skills.
Design and maintain IT support workflows, including knowledge management systems and escalation procedures.
Supervise IT onboarding and offboarding processes, ensuring proper user access controls and compliance.
Develop, enforce, and improve cybersecurity policies, controls, and procedures in line with industry standards.
Monitor, investigate, and respond to security incidents and vulnerabilities, implementing corrective action as needed.
Administer endpoint security solutions, oversee firewall configurations, and ensure systems are regularly patched.
Conduct risk assessments, audits, and compliance checks to maintain adherence to security frameworks and regulations.
Requirements
Proven experience managing IT service desks, with a focus on customer service and operational excellence.
Strong knowledge of cybersecurity principles, including policy enforcement and incident response.
Expertise in endpoint security, firewall management, and system patching processes.
Familiarity with technologies such as Cisco, Citrix, Dell, and cloud-based solutions.
Proficiency in ITSM tools and practices, as well as Active Directory administration.
Solid understanding of computer hardware, configuration management, and deployment techniques.
Excellent leadership and communication skills, with the ability to train and mentor team members.
Demonstrated ability to conduct risk assessments and ensure compliance with industry standards.
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 dynamic Help Desk Manager with a strong background in IT security to lead our service desk operations and ensure the integrity of our systems. Based in Houston, Texas, this role requires a strategic thinker who can manage day-to-day IT support while implementing robust security measures. The ideal candidate will possess excellent leadership skills, technical expertise, and a passion for delivering exceptional service.
Responsibilities:
Oversee the daily operations of the IT Service Desk team to ensure efficient resolution of technical issues and a high standard of customer service.
Define and track performance metrics and KPIs to monitor team productivity and service quality.
Manage service requests, incidents, and escalations using designated tools and processes.
Provide coaching, mentorship, and training to support staff to enhance their technical capabilities and customer service skills.
Design and maintain IT support workflows, including knowledge management systems and escalation procedures.
Supervise IT onboarding and offboarding processes, ensuring proper user access controls and compliance.
Develop, enforce, and improve cybersecurity policies, controls, and procedures in line with industry standards.
Monitor, investigate, and respond to security incidents and vulnerabilities, implementing corrective action as needed.
Administer endpoint security solutions, oversee firewall configurations, and ensure systems are regularly patched.
Conduct risk assessments, audits, and compliance checks to maintain adherence to security frameworks and regulations.
Requirements
Proven experience managing IT service desks, with a focus on customer service and operational excellence.
Strong knowledge of cybersecurity principles, including policy enforcement and incident response.
Expertise in endpoint security, firewall management, and system patching processes.
Familiarity with technologies such as Cisco, Citrix, Dell, and cloud-based solutions.
Proficiency in ITSM tools and practices, as well as Active Directory administration.
Solid understanding of computer hardware, configuration management, and deployment techniques.
Excellent leadership and communication skills, with the ability to train and mentor team members.
Demonstrated ability to conduct risk assessments and ensure compliance with industry standards.
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.