Description
We are seeking an IT Support Services Manager to lead and modernize a growing IT support function. This is a hands-on leadership opportunity for someone who has successfully restructured, revitalized, or transformed a Service Desk and can build a more efficient, measurable, and forward-thinking support organization.
The manager will lead the Desktop Support team, establish service desk standards and KPIs, improve processes, and serve as a key liaison between IT and business leadership.
Key Responsibilities
* Lead, mentor, and develop the Desktop Support team.
* Assess and improve current Service Desk structure, processes, and workflows.
* Establish meaningful **Service Desk KPIs and performance metrics**.
* Improve ticket management, escalation processes, and overall user experience.
* Lead the adoption of new service management technologies and processes.
* Champion **AI, automation, Copilot, and Large Language Model technologies** within IT support.
* Identify opportunities to leverage AI to automate and improve Tier 1 support.
* Partner with business leaders to understand technology support needs.
* Drive a culture of accountability, collaboration, continuous improvement, and customer service.
Requirements
What We're Looking For
* Proven experience managing a Service Desk, Help Desk, Desktop Support, or IT Support team.
* Experience taking an existing support organization and restructuring or significantly improving it.
* Strong understanding of Service Desk metrics, processes, and best practices.
* Demonstrated leadership and team development experience.
* Strong communication and relationship-building skills.
* Experience using **AI/Copilot or other generative AI technologies in a professional environment.
* A forward-thinking mindset and enthusiasm for using technology and automation to improve IT 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.
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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.
- Dice Id: rhalfint
- Position Id: 04620-0013486307
- Posted 1 day ago
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