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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Client Services & Help Desk - **Company:** Robert Half - **Location:** 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 11, 2026 - **Apply:** https://www.dice.com/job-detail/375b7479-b746-43d2-b8c4-ea3ef21a531a ## 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., 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 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. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [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) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) ## 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) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)