• Help Desk Manager

    Robert Half Technology (Baton Rouge, LA)


    Description

    Position Overview

    The Helpdesk Support Manager will oversee the daily operations of the IT Helpdesk team, ensuring timely resolution of support tickets, optimizing helpdesk processes, and delivering exceptional service across multiple sites in various states. This role requires strong leadership, technical expertise, and a commitment to continuous improvement in IT support operations.

    Key Responsibilities

    + Team Management:

    + Lead, mentor, and develop helpdesk staff to ensure high performance and professional growth.

    + Manage scheduling, workload distribution, and performance evaluations.

    + Helpdesk Operations:

    + Oversee ticket management, ensuring timely resolution and adherence to SLAs.

    + Monitor and report on helpdesk metrics, identifying trends and areas for improvement.

    + Implement best practices for incident, problem, and request management.

    + Process Optimization:

    + Evaluate and enhance helpdesk workflows for efficiency and scalability.

    + Recommend and implement tools or automation to improve service delivery.

    + Multi-Site Support:

    + Coordinate IT support across multiple locations in different states.

    + Ensure consistent service standards and compliance with organizational policies.

    + Collaboration & Communication:

    + Act as the primary point of escalation for complex technical issues.

    + Work closely with other IT teams to resolve systemic issues and improve infrastructure reliability.

    Requirements

    Qualifications

    + Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

    + 5+ years of IT support experience, with at least 2 years in a leadership role.

    + Strong knowledge of helpdesk systems, ticketing platforms, and ITIL principles.

    + Excellent communication, leadership, and problem-solving skills.

    + Ability to manage remote teams and support multiple sites effectively.

     

    Preferred Skills

     

    + Experience with Microsoft 365, Active Directory, and remote support tools.

    + Familiarity with compliance requirements (HIPAA preferred).

    + Project management experience is a plus.

     

    What Success Looks Like in the First 6 Months

     

    + Ticket Resolution Efficiency: Average ticket resolution time reduced by at least 20%, with clear SLA adherence across all sites.

    + Team Development: Helpdesk staff trained on updated processes and tools, with measurable improvement in customer satisfaction scores.

    + Process Improvements: Implementation of at least two workflow optimizations or automation initiatives that improve efficiency and reduce backlog.

    + Multi-Site Standardization: Consistent helpdesk practices established across all locations, documented in updated SOPs.

    + Reporting & Metrics: Regular reporting dashboards created for leadership, providing visibility into ticket trends, team performance, and resource needs.

    + Stakeholder Satisfaction: Positive feedback from site leadership and end-users regarding responsiveness and quality of IT 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) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .