Help Desk Manager

Description 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. Requirements • 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. 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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