Help Desk Support Manager Job at Robert Half (Des Moines)

It Support Supervisor / Help Desk Manager

The IT Support Supervisor will oversee daily help desk operations and lead a tea...

Location

United States , Los Angeles

Salary:

105000.00 USD / Year

Robert Half

Expiration Date

Until further notice

Requirements

4+ years of experience supporting IT systems in a large professional services or enterprise environment
2+ years of experience leading or supervising technical support teams
Strong proficiency with Microsoft 365 and enterprise productivity tools
Hands-on experience supporting Citrix environments and troubleshooting connectivity/performance issues
Strong knowledge of Windows operating systems and enterprise applications
Proven ability to manage escalations and interact with senior stakeholders
Excellent communication, leadership, and organizational skills

Job Responsibility

Lead, manage, and mentor a team of IT Support Specialists, driving performance and professional development
Oversee day-to-day help desk operations, including ticket queues, calls, and service channels
Ensure adherence to service level agreements and maintain high standards of service delivery
Act as the primary escalation point for complex or high-impact technical issues
Analyze service data, identify trends, and implement process improvements to enhance efficiency
Coordinate staffing, workload distribution, and resource planning to ensure consistent coverage
Collaborate with IT leadership and cross-functional teams to resolve systemic issues
Prepare and present operational reports, metrics, and insights to leadership
Support hiring, training, performance management, and disciplinary actions for team members
Contribute to continuous improvement initiatives, documentation, and operational workflows

What we offer

Overtime eligibility
Discretionary bonus opportunities
Comprehensive medical, dental, and vision coverage
401(k) with employer contributions and profit-sharing plan
Paid vacation, sick time, and personal days

Fulltime

Help Desk Manager

We are looking for an experienced Help Desk Manager to lead a distributed suppor...

Location

United States , San Diego

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

5+ years of experience in help desk or service desk leadership within an IT support environment
Demonstrated success managing ticket-driven support operations and leading service desk teams across multiple locations
Strong knowledge of ITSM practices, service desk workflows, and ticket management platforms such as Freshservice or Freshdesk
Experience producing operational reports, analyzing service metrics, and using data to improve support performance
Working knowledge of Active Directory, deskside support, and Microsoft Office 365 environments
Ability to communicate effectively with frontline teams, stakeholders, and executive leadership during routine operations and escalations
Familiarity with asset management processes and maintaining accurate support system records

Job Responsibility

Lead and mentor a multi-site help desk team, setting clear expectations and fostering consistent service delivery across locations
Oversee daily ticket operations, balancing workloads and driving timely resolution for fluctuating support volumes
Monitor service desk performance through analytics and reporting, using data to identify trends and improve team effectiveness
Manage escalations with urgency and professionalism, ensuring complex issues are addressed and communicated appropriately
Support team development by coaching staff, preparing lead-level talent for growth, and contributing to performance review activities
Maintain and improve asset records and system data accuracy through regular audits and cleanup efforts
Coordinate support workflows within IT service management platforms such as Freshservice and ServiceNow integrations as needed
Partner with leadership and cross-functional teams to provide updates, highlight risks, and recommend operational improvements
Contribute to hands-on ticket closure as needed, including sharing responsibility for resolving a portion of incoming requests
Travel occasionally to support team alignment, operational needs, or site-level service requirements

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan
Free online training

Fulltime

Help Desk Support Analyst

Location

United States , Delray Beach

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent required
additional technical training, coursework, or certifications are advantageous
Hands-on experience supporting Microsoft Windows environments, including Windows 10 and common desktop applications
Working knowledge of Active Directory, Office 365, and service desk ticket management practices
Strong troubleshooting ability with the capacity to resolve routine technical issues in a structured and efficient manner
Excellent written and electronic communication skills, with a customer-focused approach to user support
Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively
Ability to handle confidential information with professionalism, sound judgment, and discretion

Job Responsibility

Investigate and resolve desktop, software, and basic network problems by using troubleshooting methods, diagnostic utilities, and effective questioning
Assess reported technical issues, identify likely causes, and select practical solutions based on the user’s environment and business impact
Support employees through clear, step-by-step guidance so they can complete issue resolution with confidence and minimal disruption
Route more advanced or unresolved incidents to the appropriate support team, ensuring all relevant findings and context are included
Maintain accurate ticket records by logging incidents, actions taken, status updates, and final resolutions within the service desk system
Communicate helpful and current information about supported systems, workplace technology tools, and available IT services to end users
Monitor open requests and follow up with users to confirm successful resolution and a positive support experience
Share recurring problems, user concerns, and service improvement ideas with internal teams to strengthen support quality and efficiency
Contribute to service performance by adhering to response expectations, supporting SLA goals, and following operational risk and compliance standards

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan

Fulltime

Tier I/II Help Desk Support

We are looking for a Tier I/II Help Desk Support specialist to provide responsiv...

Location

United States , Lexington

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 1 year of experience in a help desk, desktop support, or service desk environment
Working knowledge of Microsoft Windows and Windows 10 troubleshooting in an end-user setting
Familiarity with Active Directory for basic account administration and access support
Experience managing or updating service desk tickets with clear and accurate notes
Ability to diagnose and resolve routine technical issues with strong attention to customer service
Exposure to mobile device support for Apple iPhone and Google Android users
Basic familiarity with Google Workspace and supporting users across common collaboration tools

Job Responsibility

Respond to incoming support requests and document all work accurately within the service desk ticketing system
Troubleshoot issues involving Windows-based computers, user accounts, and common business applications to restore productivity quickly
Assist employees with password resets, account access, and directory-related support tasks within Active Directory
Provide hands-on and remote support for mobile devices, including Apple iPhone and Google Android platforms
Support users working within Google Workspace by addressing access problems, application questions, and basic configuration needs
Escalate more complex incidents when needed while keeping users informed on progress and expected next steps
Prepare, configure, and maintain end-user workstations running Microsoft Windows 10 for daily business use

Bilingual Help Desk Support

Are you looking for a challenging role where you will have the opportunity to ha...

Location

Canada , Montreal

Salary:

28.00 CAD / Hour

Randstad

Expiration Date

July 06, 2026

Requirements

Experience supporting client production issues
Solid customer service and communication skills
Undergraduate degree or technical diploma or equivalent
Must be fluent in communicate with French/ English speaking clients located outside Quebec on a regular basis.

Job Responsibility

Responsible for providing user support and maintenance for agreed upon IT service levels
Identify production issues, respond to support calls from business units, and managing production incidents from inception to resolution
Continue to monitor applications and systems and escalate issues as required.

What we offer

Global opportunities for professional growth and development

Help Desk Manager

We are looking for an experienced Help Desk Manager to lead daily technical supp...

Location

United States , Auburn

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

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

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

What we offer

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

Fulltime

Help Desk Support, Tier II

We are looking to hire a Tier II Help Desk Support professional to deliver advan...

Location

United States , Austin

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

5+ years of experience in IT support, desktop support, or service desk environments, with Tier 2 issue resolution experience
Strong hands-on troubleshooting ability with Microsoft Windows 10, Microsoft operating systems, and common desktop hardware and software issues
Experience supporting Active Directory or Azure AD/Entra ID for account access, authentication, and identity-related troubleshooting
Working knowledge of Microsoft 365 applications and services, including tools used for email, file collaboration, and communication
Understanding of networking fundamentals, including TCP/IP, wireless connectivity, VPN concepts, and basic connectivity troubleshooting
Experience managing service desk tickets through their full lifecycle with careful prioritization, documentation, and follow-through
Strong verbal and written communication skills, with the ability to explain technical issues clearly and deliver a positive user support experience

Job Responsibility

Act as the next level of support for issues that require deeper technical investigation beyond the initial service desk response
Diagnose and resolve problems involving desktops, laptops, operating systems, business applications, network connectivity, and user access
Handle incidents and service requests according to established response targets while balancing urgency, impact, and user needs
Work closely with engineering teams, senior support resources, and external vendors to drive complex issues through to resolution
Configure, deploy, and maintain endpoint devices across Windows, macOS, and mobile environments, including remediation of device-related issues
Support core workplace technologies such as Microsoft 365, identity platforms including Azure AD and Entra ID, and collaboration tools used across the business
Create and maintain clear support documentation, including ticket updates, solution records, and knowledge articles for recurring issues
Identify patterns in support demand and recommend practical improvements, process refinements, or automation opportunities to strengthen service delivery
Assist with user onboarding and offboarding activities, including account access setup, permissions changes, and device preparation
Provide day-to-day guidance to entry-level support staff and promote adherence to IT security standards, service procedures, and documentation practices

What we offer

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

Fulltime

Mexico Help Desk Support

The Mexico Help Desk Support will be responsible for ensuring that all client co...

Location

Mexico , Santiago de Querétaro

Salary:

Not provided

Bison Transport

Expiration Date

Until further notice

Requirements

A foundational Information Technology (IT) skillset with hands-on experience (e.g., internship, co-op, or up to 1 year in a similar role)
Advanced command of the English language, both written and verbal
Information Technology certificate or degree is considered an asset
An enthusiasm for customer service and supporting end-users
Time management and prioritization skills
Comfort working independently when needed, while still being a collaborative team player
A positive attitude and friendly, team-oriented approach

Job Responsibility

Installing and setting up new hardware for end users (operating systems, networking, telephone, printers, software applications, user security, email, etc.)
Supporting and maintaining existing computer and telephone hardware, including repairs, replacements, and troubleshooting
Logging and updating hardware information in the internal database
Providing support for software applications, including all in-house tools and Microsoft operations systems (Windows 10/11) and Microsoft Office
Tracking and recording software licensing
Troubleshooting and documenting software issues and errors
Assisting with help desk inquiries and provide timely, customer-focused support
Performing other duties as assigned

What we offer

Monthly food vouchers
Savings fund
Christmas Bonus
Vacation day and bonus
Private Health Insurance
Life Insurance
Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career
Dispersed work environments that promote a healthy work-life balance
Meaningful and impactful work and projects with an essential service provider
Join our engaging Wellness Program & extracurricular sports teams

Fulltime

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Help Desk Support Manager

Job Description

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