Help Desk Manager

We are looking for an experienced Help Desk Manager to lead daily support operations and deliver a high-quality IT service experience for end users in The Woodlands, Texas. This role oversees ticket management, team performance, and hands-on support activities while helping maintain reliable access to core systems and user services. The ideal candidate brings strong leadership, sound technical judgment, and a practical approach to improving service desk processes and support outcomes.

Responsibilities:

• Direct day-to-day help desk operations, ensuring support requests are prioritized, assigned, and resolved within established service expectations.

• Guide and support service desk and deskside support staff, providing coaching, performance oversight, and clear direction on incident handling.

• Monitor ticket queues and service metrics to identify trends, remove bottlenecks, and improve overall response and resolution times.

• Oversee user account administration and access-related support activities within Active Directory, including troubleshooting authentication and permission issues.

• Coordinate escalation management for complex technical problems and work closely with internal teams to drive timely resolution.

• Maintain and refine ITSM processes for incidents, requests, and service delivery to strengthen consistency and user satisfaction.

• Provide hands-on assistance with deskside support needs when required, including diagnosing hardware, software, and end-user issues.

• Prepare operational reports and communicate service performance, recurring issues, and improvement opportunities to leadership.

• 7+ years of experience in IT support, including leadership responsibility within a help desk or service desk environment.

• Demonstrated expertise in Active Directory administration and user access support.

• Strong background in service desk management, including ticket workflows, prioritization, and escalation practices.

• Experience working with ITSM tools and service management processes.

• Ability to analyze service desk ticket trends and implement practical improvements to support operations.

• Knowledge of deskside support practices across end-user hardware, software, and troubleshooting scenarios.

• Effective leadership, communication, and organizational skills with the ability to manage multiple priorities.

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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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