Help Desk Manager

Description

We are seeking a hands-on Manager, IT Client Services & Help Desk to lead IT support and deliver an exceptional end-user experience.

This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP).

Key Responsibilities

Hands-On Technical Support

• Serve as a senior help desk resource and resolve end-user issues.
• Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.
• Manage tickets through resolution and provide user updates.
• Provide remote, desk-side, and executive support.
• Build, configure, and deploy end-user systems.
• Participate in on-call escalations as needed.
• Document resolutions and maintain knowledge base articles.

Help Desk & MSP Management

• Oversee daily help desk operations and ticket queues.
• Monitor SLAs and ensure timely resolution.
• Determine which issues should be handled internally vs. by the MSP.
• Serve as the escalation point for complex issues.
• Hold the MSP accountable for service quality and resolution times.
• Lead recurring MSP operational reviews.
• Increase the number of tickets efficiently handled by the MSP.

Customer Service & Service Improvement

• Build strong relationships with employees across the organization.
• Deliver excellent customer service and communicate effectively during outages.
• Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.
• Develop support standards and procedures.
• Reduce ticket volume, backlog, and aging while improving first-contact resolution.

Documentation & Knowledge Management

• Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.
• Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.
• Ensure processes are consistently followed by internal IT staff and the MSP.
• Partner with infrastructure, security, and application teams on operational documentation.
• Audit MSP documentation and ensure critical IT knowledge remains within the organization.
• Support business continuity and disaster recovery through operational runbooks.

Requirements

• Strong Microsoft 365 administration and troubleshooting experience.
• Active Directory and Entra ID experience.
• Endpoint management experience with Intune, Autopilot, and Group Policy.
• Experience supporting laptops, mobile devices, printers, and conferencing systems.
• Familiarity with Azure, networking, VPNs, and SaaS applications.
• Experience working with an outsourced IT/MSP model.
• Strong troubleshooting, communication, organizational, and customer service skills.
• Ability to balance hands-on technical support with leadership and vendor management.

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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