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# Help Desk Manager

- **Company:** Robert Half
- **Location:** Montvale, NJ, United States
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Business Software, Software as a Service, Virtual Private Networks (VPN), Knowledge Management, Software Troubleshooting, Microsoft InTune, Information Technology, Deployment Automation, Laptops
- **Published:** September 12, 2026
- **Apply:** https://www.administrativejobs.com/job.asp?id=3387071224&tx=DT11101UTV&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* Strong Microsoft 365 administration and troubleshooting experience.
 * Active Directory and Entra ID experience.
 * Endpoint management experience with Intune, Autopilot, and Group Policy.
 * Experience supporting laptops, mobile devices, printers, and conferencing systems.
 * Familiarity with Azure, networking, VPNs, and SaaS applications.
 * Experience working with an outsourced IT/MSP model.
 * Strong troubleshooting, communication, organizational, and customer service skills.
 * Ability to balance hands-on technical support with leadership and vendor management.

## Description

We are seeking a hands-on Manager, IT Client Services & Help Desk to lead IT support and deliver an exceptional end-user experience.

This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP)., Hands-On Technical Support

 * Serve as a senior help desk resource and resolve end-user issues.
 * Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.
 * Manage tickets through resolution and provide user updates.
 * Provide remote, desk-side, and executive support.
 * Build, configure, and deploy end-user systems.
 * Participate in on-call escalations as needed.
 * Document resolutions and maintain knowledge base articles.

Help Desk & MSP Management

 * Oversee daily help desk operations and ticket queues.
 * Monitor SLAs and ensure timely resolution.
 * Determine which issues should be handled internally vs. by the MSP.
 * Serve as the escalation point for complex issues.
 * Hold the MSP accountable for service quality and resolution times.
 * Lead recurring MSP operational reviews.
 * Increase the number of tickets efficiently handled by the MSP.

Customer Service & Service Improvement

 * Build strong relationships with employees across the organization.
 * Deliver excellent customer service and communicate effectively during outages.
 * Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.
 * Develop support standards and procedures.
 * Reduce ticket volume, backlog, and aging while improving first-contact resolution.

Documentation & Knowledge Management

 * Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.
 * Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.
 * Ensure processes are consistently followed by internal IT staff and the MSP.
 * Partner with infrastructure, security, and application teams on operational documentation.
 * Audit MSP documentation and ensure critical IT knowledge remains within the organization.
 * Support business continuity and disaster recovery through operational runbooks.


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