Help Desk Support Manager

Description As a Help Desk Support Manager, you will be responsible for overseeing the operations of the help desk team, ensuring the delivery of high-quality technical support services to end-users. You will lead a team of help desk technicians, analysts, and specialists to resolve IT issues, provide exceptional customer service, and maintain user satisfaction. Your role will involve strategic planning, team management, and collaboration with other IT teams to optimize support processes and enhance service delivery.Responsibilities:

Team Leadership and Development: Lead and manage a team of help desk technicians, analysts, and specialists responsible for providing technical support to end-users. Provide guidance, coaching, and performance feedback to team members to foster professional growth and development.

Service Desk Operations: Oversee the day-to-day operations of the help desk, including ticket management, prioritization, and resolution. Ensure that support requests are promptly addressed, documented, and resolved within established service level agreements (SLAs) and quality standards.

Customer Service Excellence: Promote a customer-centric culture and ensure that help desk staff deliver exceptional customer service to end-users. Monitor customer feedback, satisfaction surveys, and service metrics to identify areas for improvement and implement corrective actions as needed.

Incident Management: Manage the resolution of IT incidents and service requests reported by end-users, including troubleshooting technical issues, diagnosing root causes, and coordinating with other IT teams to resolve complex problems. Ensure timely communication and updates to end-users throughout the incident lifecycle.

Problem Management: Facilitate problem-solving and root cause analysis activities to identify recurring issues, systemic problems, and underlying IT infrastructure issues. Implement preventive measures and corrective actions to minimize the impact of recurring incidents and improve overall system reliability.

Change Management: Implement and enforce change management processes and procedures for help desk operations. Coordinate with other IT teams to plan, test, and implement changes to IT systems, applications, and configurations in a controlled manner to minimize disruptions and risks.

Vendor Management: Manage relationships with third-party vendors, suppliers, and service providers for help desk tools, software, and services. Evaluate vendor performance, negotiate contracts, and ensure that vendors meet contractual obligations and service level commitments.

Documentation and Reporting: Maintain comprehensive documentation of help desk procedures, workflows, and knowledge base articles. Generate regular reports on help desk performance, ticket metrics, and user satisfaction to management and stakeholders.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant industry certifications (e.g., HDI Certified Support Center Manager, ITIL Foundation) are highly desirable.

Proven experience in help desk management or a similar leadership role, with hands-on experience managing a help desk team in a fast-paced environment.

Strong knowledge of IT service management (ITSM) principles, best practices, and frameworks (e.g., ITIL, HDI).

Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate team members to achieve goals and deliver results.

Strong analytical and problem-solving skills, with the ability to prioritize tasks, allocate resources, and make sound decisions under pressure

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 (https://www.roberthalf.com/us/en/mobile-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.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .