IT Support Manager
Robert Half
Job Description
Job Description
We are seeking an IT Support Services Manager to lead and modernize a growing IT support function. This is a hands-on leadership opportunity for someone who has successfully restructured, revitalized, or transformed a Service Desk and can build a more efficient, measurable, and forward-thinking support organization.
The manager will lead the Desktop Support team, establish service desk standards and KPIs, improve processes, and serve as a key liaison between IT and business leadership.
Key Responsibilities
* Lead, mentor, and develop the Desktop Support team.
* Assess and improve current Service Desk structure, processes, and workflows.
* Establish meaningful **Service Desk KPIs and performance metrics**.
* Improve ticket management, escalation processes, and overall user experience.
* Lead the adoption of new service management technologies and processes.
* Champion **AI, automation, Copilot, and Large Language Model technologies** within IT support.
* Identify opportunities to leverage AI to automate and improve Tier 1 support.
* Partner with business leaders to understand technology support needs.
* Drive a culture of accountability, collaboration, continuous improvement, and customer service.
What We're Looking For
* Proven experience managing a Service Desk, Help Desk, Desktop Support, or IT Support team.
* Experience taking an existing support organization and restructuring or significantly improving it.
* Strong understanding of Service Desk metrics, processes, and best practices.
* Demonstrated leadership and team development experience.
* Strong communication and relationship-building skills.
* Experience using **AI/Copilot or other generative AI technologies in a professional environment.
* A forward-thinking mindset and enthusiasm for using technology and automation to improve IT support.
Vacancy posted 1 day ago
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