Help Desk Manager, Robert Half

Robert Half

Location:
United States, Omaha

Category:
IT - Administration

Contract Type:
Contract work

Salary:

Not provided

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Job Description:

We are looking for an experienced Help Desk Manager/Endpoint Services Supervisor to oversee a dynamic IT support team in Omaha, Nebraska. This Contract-to-permanent position requires strong leadership skills, technical expertise, and a commitment to delivering exceptional service. The ideal candidate will manage day-to-day operations while driving process improvement and fostering a collaborative, customer-first culture.

Job Responsibility:

Lead and mentor the Service Desk team, providing training and opportunities for skill development
Monitor team performance and offer constructive feedback to ensure high service standards
Serve as the primary escalation point for technical issues and provide after-hours support as needed
Manage incident tickets, ensuring timely resolution and balanced workloads across the team
Conduct post-incident reviews to identify root causes and implement preventive measures
Maintain and optimize inventory processes, anticipating equipment needs to support operations
Oversee telecom services, including Teams Voice, ensuring seamless communication capabilities
Stay informed about endpoint management tools and industry trends to enhance team efficiency
Promote knowledge sharing by contributing to the organization's knowledge base and refining processes
Coordinate the 24x7x365 on-call rotation to ensure consistent coverage for service needs

Requirements:

Minimum of 7–10 years of experience in IT, with at least 3–5 years in a leadership role
Proficiency in endpoint management, including desktops, laptops, and mobile devices
Solid background in IT support operations, including Active Directory and ITSM tools
Strong scripting skills in PowerShell and expertise in Windows 11 and macOS environments
Proven ability to manage IT projects, such as hardware rollouts and software updates
Experience with supervisory management and mentoring team members
Preferred certifications: CompTIA A+, Microsoft, or Apple Certified
Familiarity with process improvement methodologies and vendor management

Nice to have:

Preferred certifications: CompTIA A+, Microsoft, or Apple Certified
Familiarity with process improvement methodologies and vendor management

What we offer:

Competitive compensation and benefits
Free online training
Access to medical, vision, dental, and life and disability insurance
Eligibility to enroll in the company's 401(k) plan

Additional Information:

Job Posted:
July 15, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Help Desk Manager