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Robert Half Logo Robert Half · IT - Administration

Tech Support Manager

United States, Raleigh · Job Posted March 14, 2026
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Job Description

We are looking for a dedicated Tech Support Manager to oversee IT Service Desk operations in our communications-focused organization based in Raleigh, North Carolina. In this role, you will lead a team of technicians, ensuring excellent customer service, efficient ticket management, and effective knowledge-sharing practices. The ideal candidate will have a hands-on approach, strong technical expertise, and proven leadership skills to mentor staff and enhance overall service delivery.

Job Responsibility

  • Lead and manage the IT Service Desk team, ensuring efficient handling of support requests and maintaining high service quality
  • Develop and implement strategies to keep user PCs secure, updated, and performing optimally
  • Mentor and train team members to enhance their technical skills and attention to detail
  • Conduct regular team meetings, performance reviews, and escalate incidents when necessary
  • Build strong relationships with stakeholders and align IT service delivery to meet business needs
  • Oversee PC inventory, including asset management, lifecycle planning, and procurement processes
  • Ensure timely resolution of hardware and software issues, including patch management
  • Monitor and improve team metrics, KPIs, and customer satisfaction surveys to drive service excellence
  • Collaborate with other departments, including cybersecurity and IT leadership, to optimize operations
  • Stay updated on industry trends and recommend improvements to tools, processes, and service strategies

Requirements

  • Proven experience in leading and managing a service desk team, including supervising daily operations
  • Strong hands-on technical expertise with Microsoft Windows environments and related tools
  • Ability to mentor and support entry level team members, encouraging their growth and enhancing their problem-solving skills
  • Excellent customer service skills with a track record of handling escalations and resolving conflicts
  • Proficiency in managing hardware inventory, lifecycle planning, and procurement processes
  • Familiarity with Active Directory, Windows 10, and basic troubleshooting techniques
  • Effective communication skills to build relationships with stakeholders and manage expectations
  • Analytical mindset to monitor team performance metrics and drive continuous improvement

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
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