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: u2022 Manage the day-to-day operations of the service desk, ensuring efficient workflows and prompt resolution of support requests. u2022 Supervise and mentor helpdesk analysts to maintain high-quality service delivery. u2022 Monitor performance metrics and identify areas for improvement to optimize service desk processes. u2022 Collaborate with IT teams to address complex technical issues and implement solutions. u2022 Ensure proper documentation and tracking of service desk tickets using management software. u2022 Provide technical expertise in troubleshooting hardware and software issues, including workstations, laptops, printers, and operating systems. u2022 Oversee Active Directory management and ensure compliance with IT policies. u2022 Maintain and update knowledge of ITSM best practices and tools. u2022 Implement and enforce standards for customer service and technical support. u2022 Coordinate training sessions for staff to stay updated on new technologies and processes. Requirements u2022 Bachelor's degree in a related field is preferred. u2022 At least 5 years of experience in IT support, including 4 years working with Windows OS and Office suites. u2022 Previous supervisory experience in a service desk environment is required. u2022 Proficiency in using service desk management software. u2022 Strong understanding of hardware configurations, troubleshooting techniques, and IT systems. u2022 Experience with Active Directory and ITSM tools. u2022 Knowledge of Exchange and document management systems is a plus. u2022 Certification in IT service management, such as ITIL Foundation, is preferred. Technology Doesn't Change the World, People Do.u00ae Robert Half is the worldu2019s 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 roberthalf.gobenefits.net for more information. u00a9 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking u201cApply Now,u201d youu2019re agreeing to Robert Halfu2019s Terms of Use ( and Privacy Notice (.

Created: 2026-01-12