Help Desk Manager

Description We are looking for an experienced Help Desk Manager to lead and oversee the daily operations of our service desk in Washington, District of Columbia. This role involves supervising staff, ensuring timely resolution of technical issues, and maintaining exceptional customer service standards. If you have a strong background in IT support and leadership, we invite you to join our team.

Responsibilities:

- Manage the day-to-day operations of the service desk, ensuring efficient workflows and prompt resolution of support requests.

- Supervise and mentor helpdesk analysts to maintain high-quality service delivery.

- Monitor performance metrics and identify areas for improvement to optimize service desk processes.

- Collaborate with IT teams to address complex technical issues and implement solutions.

- Ensure proper documentation and tracking of service desk tickets using management software.

- Provide technical expertise in troubleshooting hardware and software issues, including workstations, laptops, printers, and operating systems.

- Oversee Active Directory management and ensure compliance with IT policies.

- Maintain and update knowledge of ITSM best practices and tools.

- Implement and enforce standards for customer service and technical support.

- Coordinate training sessions for staff to stay updated on new technologies and processes. Requirements - Bachelor's degree in a related field is preferred.

- At least 5 years of experience in IT support, including 4 years working with Windows OS and Office suites.

- Previous supervisory experience in a service desk environment is required.

- Proficiency in using service desk management software.

- Strong understanding of hardware configurations, troubleshooting techniques, and IT systems.

- Experience with Active Directory and ITSM tools.

- Knowledge of Exchange and document management systems is a plus.

- Certification in IT service management, such as ITIL Foundation, is preferred. Technology Doesn't Change the World, People Do.®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ()  and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

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