Help Desk Manager Job at Robert Half (Auburn)

Help Desk Manager

Robert Half

Location:
United States , Auburn

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for an experienced Help Desk Manager to lead daily technical support operations for a fast-paced IT consulting environment. This contract-to-permanent opportunity is ideal for a hands-on support leader who can oversee ticket activity, guide escalation handling, and promote consistent service delivery across the team. The role requires someone who can balance operational priorities, support staff development, and maintain a high standard of communication for customer-facing issues.

Job Responsibility:

Lead the day-to-day coordination of help desk activities, including ticket queues, monitoring functions, and incident handling to keep support operations running efficiently
Act as the primary point of escalation for urgent or business-critical support issues, ensuring timely follow-up and clear communication through resolution
Assign and rebalance workloads across the team to maintain coverage, meet service expectations, and address changing business demands
Coach and support technical staff by providing guidance, direction, and mentorship that strengthens team performance and consistency
Review service metrics such as response times, ticket quality, and operational trends to identify risks and improve overall support effectiveness
Partner with internal technical groups such as development, DevOps, and quality teams to accelerate issue resolution and remove recurring obstacles
Help refine support procedures, document workflows, and strengthen operational standards to improve efficiency and repeatability
Participate in incident reviews and contribute to preventative actions that reduce repeat problems and improve future response
Ensure customer updates are accurate, thorough, and delivered in a timely manner while following proper data security practices
Provide additional support coverage when needed during high-priority events or time-sensitive operational situations

Requirements:

At least 3 years of experience in technical support, service desk leadership, or a related IT support environment
Background in a senior, lead, or supervisory support role with responsibility for guiding team operations
Solid understanding of service desk processes, escalation management, SLA-driven support, and prioritization based on customer impact
Working knowledge of Active Directory, ITSM platforms, service desk ticket workflows, and deskside support practices
Familiarity with networking fundamentals, Linux environments, and software support processes
Strong organizational skills with the ability to manage multiple priorities and make sound operational decisions independently
Excellent written and verbal communication skills with a focus on customer service and cross-functional collaboration
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience

What we offer:

medical
vision
dental
life and disability insurance
401(k) plan

Additional Information:

Job Posted:
May 05, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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