Help Desk and Infrastructure Manager

Description We are looking for an experienced Help Desk and Infrastructure Manager to oversee IT support operations and infrastructure management within a dynamic manufacturing environment. This role combines leadership responsibilities with hands-on technical expertise to ensure seamless IT operations. As this is a long-term contract position, the ideal candidate will have a strong commitment to building processes and developing team capabilities for sustained organizational growth. Responsibilities: u2022 Lead and mentor a team of four IT support professionals, fostering their growth and enhancing their technical abilities. u2022 Serve as the primary escalation point for Tier 2 support issues, ensuring timely and effective resolution. u2022 Manage approximately 400 support tickets monthly, maintaining high-quality service standards. u2022 Develop and implement a tiered support model to streamline operations and improve efficiency. u2022 Administer and optimize Microsoft O365/M365 services to meet organizational needs. u2022 Oversee endpoint management, patching, and updates using NinjaOne to ensure system security and functionality. u2022 Manage and improve Zendesk ticketing workflows, including metrics tracking and reporting. u2022 Build and maintain a SharePoint-based intranet and collaborate with marketing on SharePoint-driven initiatives. u2022 Identify gaps in team skills and operational processes, implementing training or staffing solutions to address them. u2022 Contribute to long-term IT planning and scalability by preparing for future workforce management tools and capabilities. Requirements u2022 Proven experience in IT support operations, preferably within a tiered support model. u2022 Proficiency in managing Microsoft O365/M365 environments. u2022 Hands-on experience with ticketing systems, with Zendesk experience preferred. u2022 Familiarity with endpoint management and patching tools, such as NinjaOne. u2022 Strong troubleshooting skills and the ability to effectively manage escalations. u2022 Demonstrated ability to lead and develop early-career IT staff. u2022 Knowledge of Active Directory, backup technologies, and ITIL processes. u2022 Experience with Microsoft SharePoint and configuration management tools. 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: 2026-01-29