• Help Desk Manager

    Robert Half Technology (San Diego, CA)


    Description Key Responsibilities:

    • Supervise the daily operations of the service desk team, including scheduling, workload balancing, and performance monitoring.

    • Act as an escalation point for complex or unresolved technical issues.

    • Ensure all service desk activities comply with established IT policies, procedures, and SLAs.

    • Monitor ticketing system (Freshservice) to ensure accurate logging, tracking, and resolution of incidents and requests.

    • Provide coaching, mentoring, and training to service desk staff to improve technical skills and customer service.

    • Collaborate with the Infrastructure Team and Applications Team to identify and address systemic issues, recurring incidents, and opportunities for process improvement.

    • Prepare and present regular reports on service desk metrics, trends, and performance to senior IT leadership.

    • Focus on service desk metrics and trends to create solutions to mitigate future tickets.

    • Participate in the development and maintenance of knowledge base documentation and user guides.

    • Foster a culture of continuous improvement and customer-focused service.

    Qualifications:

    • Proficiency with support tools and systems (e.g., ticketing platforms, remote desktop tools).

    • Excellent communication, problem-solving, and organizational skills.

    • Ability to handle multiple priorities and adapt in a fast-paced environment.

    • Familiarity with Azure AD, Windows, IOS, and mobile device support.

    • Understanding of Networking basics (DNS, DHCP, TCP/IP)

    • Understanding of Exchange, Outlook, and M365

    • Understanding of Okta Admin a plus

     

    Fresh Service – Integrates / Service Now Requirements Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support 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) .