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Help Desk Support Manager

https://www.roberthalf.com Logo

Robert Half

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Location:
United States , Des Moines

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

125000.00 - 130000.00 USD / Year
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Job Description:

Step into a crucial “Player / Coach” technical leadership role where your blend of hands-on technical support and people management will directly shape the quality of IT services for our business. As Help Desk Support Manager, you’ll guide daily operational excellence, serve as a bridge between technical teams and business objectives, and ensure users receive exceptional support.

Job Responsibility:

  • Guide daily operational excellence
  • Serve as a bridge between technical teams and business objectives
  • Ensure users receive exceptional support
  • Develop and implement new workflows
  • Maintain responsive ticketing processes
  • Drive continual improvements
  • Provide thoughtful IT budget and vendor oversight
  • Build and execute technical roadmaps
  • Address emergent needs and proactively resolve recurring pain points
  • Upskill and develop your team
  • Maintain vendor relationships
  • Support the company’s data center operations

Requirements:

  • Proven success juggling technical troubleshooting with help desk leadership—comfortable working directly on escalated issues even as you mentor and empower a focused IT support team (3 direct reports within a 10 person department)
  • Experience yourself doing hands on technical work: administering and supporting Windows servers, O365/cloud services, networks, routers/switches, and Citrix/VMware platforms, with a keen eye on performance and security from the ground up
  • Natural ability to develop and implement new workflows, maintain responsive ticketing processes, and drive continual improvements, with thoughtful IT budget and vendor oversight
  • Demonstrated strategic thinking—building and executing technical roadmaps—while staying firmly in the day-to-day support environment to address emergent needs and proactively resolve recurring pain points
  • Comfort working “in the weeds” with troubleshooting, end-user support, and infrastructure issues (storage, Active Directory, MS Exchange, VOIP systems), while being able to communicate impactfully cross-departmentally
  • JIRA Ticketing System
  • Success upskilling and developing your team—identifying technical gaps and providing coaching to build out core competencies
  • Commitment to security best practices for network, data, and end-user assets, and experience maintaining vendor relationships and supporting the company’s data center operations
  • Proven experience in IT leadership roles, with a mix of strategic planning and hands-on technical expertise
  • Strong knowledge of infrastructure technologies, including VMware, Windows Server, Active Directory, and O365
  • Experience managing small IT teams, with a track record of developing staff and fostering collaboration
  • Familiarity with cloud platforms, particularly Microsoft Azure, and related tools
  • Ability to manage IT budgets effectively and ensure cost-efficiency
  • Expertise in network security and data protection protocols
  • Demonstrated ability to troubleshoot complex server and network issues

Nice to have:

  • BONUS if you have experience working with ERP or business application support
  • Knowledge of application development and enterprise software packages is a plus
What we offer:
  • 20% bonus
  • Medical, vision, dental, and life and disability insurance
  • Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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