Help Desk Manager

Description

Help Desk Supervisor permanent Permanent Onsite in Seattle, WA
Job Summary Robert Half hiring for a Help Desk Supervisor to join our client and lead day-to-day IT support operations and ensure exceptional service for attorneys, staff, and firm leadership. This role combines team leadership with hands-on technical escalation, driving service excellence, process improvement, and operational consistency across the Help Desk. The position is fully onsite at the firm's Seattle office and includes participation in an after-hours on-call rotation.
Roles & Responsibilities Leadership & Team Management Oversee, coach, and support a team of Help Desk technicians and analysts. Set performance expectations, manage reviews, and support hiring and onboarding. Serve as the main escalation point for complex technical issues. Promote a culture of high-quality service and operational accountability. Help Desk Operations Manage ticket intake, prioritization, and resolution within the firm's Zoho environment (ServiceNow or similar experience welcome). Track and improve SLAs, response times, and resolution quality. Provide advanced troubleshooting for hardware, software, and system issues. Identify recurring issues and implement proactive, long-term solutions. Maintain documentation, processes, and support procedures. Cross-Department Collaboration Partner with attorneys, business teams, and firm leadership to address technology needs. Work with the Support Trainer to deliver effective onboarding and user education. Maintain clear communication between IT and internal stakeholders. Compliance, Projects & Governance Ensure IT processes meet legal industry standards, especially around data security. Support firmwide technology initiatives, including system upgrades and deployments. Contribute to resource planning, budgeting, and vendor coordination. Participate in a rotating after-hours support schedule. Compensation & Benefits Salary: $90,000-$120,000 DOE + Annual discretionary and merit increases Benefits Include: Medical, dental, and vision insurance 401(k) with employer match + profit sharing Paid holidays, PTO, parental leave Commuter benefits Disability & life insurance Community service leave Wellness programs detail oriented training and development opportunities across firm offices Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job that matches faster.

Requirements

Requirements: -Proven experience in service desk management or a similar IT leadership role. -Strong knowledge of Active Directory, including user and group management. -Familiarity with IT service management (ITSM) frameworks and tools. -Ability to manage service desk tickets effectively, ensuring timely resolution. -Experience in deskside support, including troubleshooting hardware and software issues. -Exceptional organizational and communication skills. -Leadership capabilities with a focus on team development and performance optimization. -Knowledge of industry standards and best practices for IT operations.Required Qualifications -5+ yearsof experience in IT Support, Desktop Support, or Help Desk environments. -Prior experience as alead technician or supervisor. -Strong leadership, communication, and customer service capabilities. -Proficiency with Microsoft Office, Windows/PC environments, and documentation creation. -Ability to support executive-level stakeholders with professionalism and poise. -High attention to detail, organization, and confidentiality. Preferred Experience: -Background in alaw firm,detail oriented services, orhealthcare. -Familiarity with systems such as: iManage, InterAction, Intapp Time, Workshare. -Experience using Zoho or other ITSM tools (ServiceNow, etc.). -Certifications such as CompTIA (A+, Network+), Microsoft credentials, or ITIL.

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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