> Markdown version of [/jobs/ext/1704846-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1704846-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** Robert Half - **Location:** Romulus, MI, United States - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Software, Networking Basics, ServiceNow IT Service Management - **Published:** July 14, 2026 - **Apply:** https://www.juju.com/job/00000000ggd5ty ## About the Role + 5+ years of IT Service Desk or Help Desk leadership experience. + Experience implementing or improving ITSM processes and ticketing platforms. + Proven success leading technical support teams and developing staff. + Strong organizational, communication, and customer service skills. + Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals. + ITIL certification or equivalent experience is a plus. + Experience supporting manufacturing, logistics, distribution, or other 24/7 environments is preferred., 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. ## Description Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment. The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence. Key Responsibilities + Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture. + Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment. + Implement and optimize ITSM processes, including incident, request, problem, and change management. + Administer and improve the organization's IT ticketing platform, workflows, SLAs, and reporting. + Develop and maintain knowledge base articles, SOPs, and technical documentation. + Track service desk KPIs and use reporting to identify trends and drive operational improvements. + Partner with IT and business stakeholders to resolve issues and improve the overall end-user experience., This is an opportunity to make a meaningful impact by shaping the future of IT service delivery within a growing organization. You'll have the autonomy to improve processes, develop a high-performing team, and build a service desk that delivers outstanding support across multiple locations. ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Uncertainty Estimation of Neural Networks](https://www.wearedevelopers.com/videos/227-uncertainty-estimation-of-neural-networks) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Building Employee Experience Through Everyday Interactions](https://www.wearedevelopers.com/videos/1763-building-employee-experience-through-everyday-interactions) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)