Help Desk Manager

Description

We are looking for an experienced Help Desk Manager to lead and oversee the efficient operation of our service desk team. This role requires a proactive individual who excels in troubleshooting, managing support systems, and ensuring customer satisfaction. Based in The Woodlands, Texas, this position is ideal for someone committed to delivering high-quality IT service management.

Responsibilities:
Lead and manage the daily operations of the service desk team to ensure timely resolution of support requests.
Oversee the handling of service desk tickets, ensuring issues are resolved efficiently and documented accurately.
Implement and maintain IT service management (ITSM) best practices to optimize workflows and service delivery.
Administer and manage Active Directory, ensuring smooth user access and account management.
Provide deskside support for hardware, software, and network-related issues, addressing technical problems directly.
Develop and enforce service desk policies and procedures to maintain consistency and efficiency.
Monitor team performance and provide training or feedback to enhance productivity and customer service.
Collaborate with other departments to address broader IT needs and align service desk operations with organizational goals.
Generate reports and analytics to track ticket metrics and identify areas for improvement.
Ensure compliance with security protocols and standards within all aspects of IT support.

Requirements

Proven experience in managing an IT service desk or help desk team.
Strong knowledge of Active Directory, including user and group management.
Familiarity with IT service management (ITSM) frameworks and tools.
Excellent problem-solving skills with a focus on customer satisfaction.
Ability to handle service desk tickets promptly while ensuring detailed documentation.
Solid understanding of deskside support for hardware, software, and network issues.
Strong leadership and communication skills to effectively manage a team.
Commitment to maintaining security protocols and adhering to organizational 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.

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