Help Desk Support Manager - PERM FTE DIrect

Step into a crucial "Player / Coach" technical leadership role where your blend of hands-on technical support and people management will directly shape the quality of IT services for our business. As Help Desk Support Manager, you'll guide daily operational excellence, serve as a bridge between technical teams and business objectives, and ensure users receive exceptional support.

• Proven success juggling technical troubleshooting with help desk leadership-comfortable working directly on escalated issues even as you mentor and empower a focused IT support team (3 direct reports within a 10 person department).
• Experience yourself doing hands on technical work: administering and supporting Windows servers, O365/cloud services, networks, routers/switches, and Citrix/VMware platforms, with a keen eye on performance and security from the ground up.
• Natural ability to develop and implement new workflows, maintain responsive ticketing processes, and drive continual improvements, with thoughtful IT budget and vendor oversight.
• Demonstrated strategic thinking-building and executing technical roadmaps-while staying firmly in the day-to-day support environment to address emergent needs and proactively resolve recurring pain points.
• Comfort working "in the weeds" with troubleshooting, end-user support, and infrastructure issues (storage, Active Directory, MS Exchange, VOIP systems), while being able to communicate impactfully cross-departmentally.
• JIRA Ticketing System
• Success upskilling and developing your team-identifying technical gaps and providing coaching to build out core competencies.
• BONUS if you have experience working with ERP or business application support.
• Commitment to security best practices for network, data, and end-user assets, and experience maintaining vendor relationships and supporting the company's data center operations.

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If you're equally passionate about technical problem-solving and front-line leadership-and you want to make a clear, positive impact for end users and the business-let's talk! For immediate and confidential consideration, connect with Carrie Danger, SVP Permanent Placement, via LinkedIn or email (email address on LinkedIn profile), or call directly at 515-259-6087. Referrals are welcome; bonuses are paid for successful placements! All communication is strictly confidential.

• Proven experience in IT leadership roles, with a mix of strategic planning and hands-on technical expertise.
• Strong knowledge of infrastructure technologies, including VMware, Windows Server, Active Directory, and O365.
• Experience managing small IT teams, with a track record of developing staff and fostering collaboration.
• Familiarity with cloud platforms, particularly Microsoft Azure, and related tools.
• Ability to manage IT budgets effectively and ensure cost-efficiency.
• Expertise in network security and data protection protocols.
• Demonstrated ability to troubleshoot complex server and network issues.
• Knowledge of application development and enterprise software packages is a plus.

• Permanent, direct-hire position with earning potential up to $125K- $130K plus a 20% bonus (based on your years of experience).

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.