• IT Helpdesk Manager

    Robert Half Technology (Charlotte, NC)


    Description

    + Lead, mentor, and manage the helpdesk team to ensure high-quality, timely technical support

    + Oversee daily helpdesk operations, including ticket queues, prioritization, escalations, and workload distribution

    + Ensure SLAs, KPIs, and customer satisfaction targets are consistently met

    + Act as the primary escalation point for complex or critical technical issues

    + Develop, document, and continuously improve helpdesk processes, workflows, and procedures

    + Manage and optimize helpdesk tools such as ticketing systems, remote support platforms, and knowledge bases

    + Monitor performance metrics and produce regular operational and management reports

    + Coordinate with infrastructure, security, and application teams to resolve cross-functional issues

    + Oversee onboarding and offboarding processes, including account provisioning, access control, and equipment setup

    + Manage hardware inventory, asset tracking, and lifecycle management

    + Enforce security standards, policies, and compliance within support operations

    + Assist with budgeting, vendor management, and technology planning related to end-user support

    + Identify opportunities for automation and efficiency improvements (e.g., PowerShell scripting, self-service tools)

    Requirements

    + 5+ years of experience in IT support/helpdesk leadership roles

    + Strong knowledge of Windows and macOS, Microsoft 365, Active Directory/Azure AD (Entra ID), and endpoint management tools (Intune, SCCM, or similar)

    + Solid understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP, Wi-Fi)

    + Experience with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or Zendesk

    + Familiarity with IT service management practices (ITIL preferred)

    + Strong troubleshooting, problem-solving, and decision-making skills

    + Excellent communication and interpersonal skills with a customer-service mindset

    + Experience with security best practices, MFA, endpoint protection, and access controls

    + Ability to manage priorities in a fast-paced support environment

     

    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.

     

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