IT Support Manager

Job Description

Job Description

Robert Half is seeking an IT Support Manager to lead IT support and service delivery for our client in the Madison area. This role will manage a team of IT support professionals, serve as the primary IT contact for plant leadership, and oversee Service Desk performance, technical escalations, endpoint management, and IT support across multiple locations.

This is a hands-on leadership role for someone who can manage people and processes while also troubleshooting technical issues and coordinating with other IT teams.

What You'll Do

• Lead daily Service Desk operations, including ticket queues, staffing, SLAs, escalations, and service quality.
• Supervise, coach, and develop IT support staff through goal setting, one-on-ones, performance management, and technical development.
• Serve as the primary IT support contact for plant leadership and production teams.
• Manage escalations for complex technical and plant-impacting issues, coordinating with Infrastructure, Security, Applications, ERP, vendors, and other IT teams.
• Coordinate IT support across manufacturing locations, including onsite coverage, remote support, equipment moves, technology rollouts, and plant projects.
• Support plant-facing technology including PCs, laptops, scanners, printers, mobile devices, label printing, and other production endpoints.
• Manage the ITSM platform and Service Desk KPIs, using ticket trends and performance data to identify recurring issues and improve support.
• Oversee end-user asset lifecycle management, including procurement, imaging, deployment, refresh, retirement, and secure disposal.
• Maintain accurate asset records and leverage Microsoft Intune for endpoint management and lifecycle tracking.
• Provide hands-on second-level technical support for Windows endpoints, hardware, software, peripherals, and basic networking.
• Coordinate technology changes around production schedules, outage windows, and business priorities.
• Leverage Microsoft Copilot and other AI tools to improve support efficiency, documentation, and ticket analysis.
• Manage vendor relationships and warranty repairs as needed.
• Participate in on-call support and travel between manufacturing locations as needed.

• 5+ years of experience in IT Support, Help Desk, Desktop Support, or IT Service Delivery, including experience leading or supervising a support team.
• Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred.
• Experience managing Service Desk operations, ITSM processes, SLAs, and support KPIs.
• Hands-on experience with endpoint management, imaging/deployment, hardware and software troubleshooting, and remote support.
• Experience with Microsoft Intune, Entra ID, Active Directory, Windows 11, and Microsoft 365.
• Working knowledge of IT asset management and endpoint lifecycle processes.
• Familiarity with LAN, wireless, VPN, mobile devices, and MDM technologies.
• Strong leadership, communication, customer service, and problem-solving skills.
• Ability to build relationships with plant leadership, vendors, and cross-functional IT teams.
• Manufacturing or plant IT experience preferred.
• ITIL Foundation or A+ certification preferred but not required.