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Description Key Responsibilities:

• Lead and mentor a remote team of helpdesk technicians, ensuring optimal performance, productivity, and customer service.

• Develop a 'follow the sun' support strategy that leverages time zone differences.

• Foster a culture of continuous improvement and knowledge sharing within the team.

• Establish performance metrics, conduct evaluations, and create training programs.

• Identify opportunities for automation to enhance efficiency, reduce response times, and improve service quality.

• Implement and oversee automated systems for ticket routing, escalations, and reporting.

• Evaluate and incorporate AI-driven solutions, such as chatbots, for handling common requests.

• Collaborate with external partners on custom or internal automation solutions.

• Lead the development and enhancement of self-service portals, knowledge bases, and FAQs.

• Analyze usage data to spot trends and optimize self-service resources.

• Collect feedback from users to ensure resources align with their needs.

• Assess and refine helpdesk workflows and processes.

• Standardize procedures to maintain consistency and reliability in service delivery.

• Align helpdesk operations with industry best practices and organizational goals.

• Utilize analytics tools to track KPIs, including resolution times, customer satisfaction, and adoption rates.

• Prepare reports to communicate progress, challenges, and recommendations to management.

• Collaborate with IT teams, project managers, and other departments to integrate automation and self-service into broader IT strategies.

• Simplify complex technical concepts and present them in an understandable manner for non-technical stakeholders. Requirements Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support, Servicenow Application 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 (https://www.roberthalf.com/us/en/mobile-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.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .