What are the responsibilities and job description for the Service Desk Manager position at Robert Half?
Job Description
Job Description
Job Summary : We are seeking a highly skilled Service Desk Manager with expertise in Microsoft technologies to lead our IT support team. This role is responsible for managing the service desk operations, ensuring high-quality technical support, and optimizing incident resolution within a Microsoft-based environment. The ideal candidate will have strong leadership skills, technical proficiency in Microsoft solutions, and a commitment to improving IT service delivery.
Key Responsibilities :
- Oversee the day-to-day operations of the IT Service Desk, ensuring timely and effective support for end-users.
- Manage and mentor a team of service desk analysts and engineers, fostering a customer-focused culture.
- Develop and implement best practices, policies, and procedures to improve service efficiency.
- Ensure SLAs and KPIs are met for incident resolution and service requests.
- Provide hands-on support and troubleshooting for Microsoft 365, Windows OS, Active Directory, Azure, and other Microsoft enterprise solutions .
- Collaborate with IT teams to escalate and resolve complex technical issues.
- Maintain and enhance the ITSM (IT Service Management) platform for ticketing and reporting.
- Identify areas for service improvement and drive automation initiatives where possible.
- Coordinate software / hardware deployments, updates, and security patches.
- Ensure compliance with company policies, cybersecurity guidelines, and industry standards.
- Provide regular reports and insights on service desk performance and user satisfaction.
Required Qualifications :
Preferred Qualifications :
