IT Service Desk Manager

Description
Robert Half is partnering with a company in the Green Bay area to help them hire an experienced IT Service Desk Manager. Technology is a critical part of the business, and this position plays a key role in making sure employees have reliable, secure, and well-supported systems to do their jobs. This person will lead the team responsible for end-user technology and support services while also driving infrastructure initiatives, operational improvements, and long-term technology planning.
The role is a blend of people leadership, service delivery, project ownership, and infrastructure oversight. Success comes from building a strong team, maintaining high service levels, and identifying opportunities to improve both technology and processes across the organization.
Responsibilities
You'll oversee the day-to-day delivery of IT support services, ensuring issues are resolved efficiently and escalations receive appropriate attention. You'll help establish priorities for the team, monitor performance, and create an environment focused on accountability, collaboration, and continuous improvement.
You'll also help guide infrastructure decisions and technology investments, balancing operational needs with long-term strategy. This includes evaluating new solutions, managing vendor relationships, participating in budgeting activities, and helping leadership make informed technology decisions.
Project work is a significant part of the position. You'll partner with stakeholders to evaluate requests, prioritize initiatives, and move projects from planning through implementation. This includes participating in business continuity and disaster recovery efforts, technology lifecycle planning, and broader infrastructure initiatives.
In addition, you'll work closely with teams across the business to improve processes, strengthen service delivery, and ensure IT remains aligned with organizational goals.
Requirements

• Several years of progressive experience supporting and managing IT support environments
• Previous experience leading technical teams, mentoring staff, or serving in a senior-level technical leadership capacity
• Strong understanding of IT operations, service management, systems administration, and end-user support
• Experience working with ticketing platforms and structured support processes
• Ability to communicate effectively with both technical and non-technical audiences
• Proven ability to manage competing priorities while maintaining a high level of service

Experience With Technologies Such As

• Microsoft Windows environments
• Microsoft 365
• Endpoint deployment and lifecycle management
• User provisioning and access management processes
• Remote support platforms
• Print management solutions
• Infrastructure monitoring tools
• Network and systems administration environments

Technology Doesn't Change the World, People Do.
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