What are the responsibilities and job description for the Help Desk Manager position at Robert Half?
A client of Robert Half is seeking an experienced Help Desk Manager to lead and mentor a team of service desk professionals in Lexington, Kentucky. This role requires a hands-on leader who can provide technical guidance, oversee IT support operations, and drive process improvements. The ideal candidate will have prior experience in a help desk environment (3-5 years), previous Help Desk Manager experience, and possess a strong background in Windows environments, ticketing systems, and device lifecycle management.
Key Responsibilities:
- Lead, mentor, and manage a team of help desk professionals, fostering a servant leadership approach.
- Act as a backup and escalation point for complex technical issues.
- Oversee ticketing system management, ensuring efficient workflow and response times.
- Maintain and improve help desk KPIs and analytics (SLA tracking, reporting, etc.).
- Manage end-user devices, including PCs, laptops, and mobile devices, ensuring a smooth lifecycle process.
- Utilize Intune or other MDM solutions for mobile device management.
- Work with PowerShell for automation and scripting tasks.
- Support Windows 10/11 environments, with a preference for Apple device experience as well.
- Assist with IT procurement and vendor management for hardware and software needs.
- Develop and maintain process documentation to streamline help desk operations.
- Ensure adherence to ITIL best practices for incident, problem, and change management.
- Collaborate with leadership on business intelligence insights using Power BI or other analytics tools.
- Conduct interviews, hiring, and performance evaluations for help desk staff.
Work Environment:
Onsite role in Lexington, KY with occasional paid travel to 20 locations.
Qualifications & Skills:
- 3-5 years of help desk experience before transitioning into management.
- Proven experience leading a service desk team, including mentoring and coaching staff.
- Strong knowledge of Windows 10/11, PowerShell, and ticketing systems.
- Experience with mobile device management (MDM) such as Intune.
- Knowledge of ITIL frameworks and process optimization.
- Ability to analyze and report on help desk KPIs to drive improvements.
- Experience with end-user device lifecycle management (procurement, deployment, and retirement).
- Strong communication skills (email, phone, and in-person).
- Certifications (Microsoft, ITIL, etc.) preferred but not required.
- Business or IT degree is a plus, but not mandatory.
Salary : $75,000 - $120,000
