Robert Half Technology is seeking a skilled IT Service Desk Manager for super stable enterprise sized company in San Diego. The ideal candidate will be responsible for supervising the day-to-day help desk operations, ensuring efficient resolution of technical issues, and maintaining high levels of end user satisfaction. This role requires strong leadership abilities, excellent communication skills, and a deep understanding of IT service management within an enterprise environment. This position is full time with full benefits and 100% onsite in the San Diego area.
Responsibilities:
- Lead and mentor a team of help desk technicians, providing guidance, support, and training as needed to ensure optimal performance and professional development.
- Oversee the delivery of technical support, ensuring timely resolution of incidents, requests, and escalations while adhering to service level agreements (SLAs).
- Continuously evaluate and improve help desk processes and procedures to enhance efficiency, productivity, and end user experience. Implement best practices and industry standards to optimize service delivery.
- Provide technical guidance and assistance to help desk staff as needed.
- Ensure accurate documentation of incidents, resolutions, and client interactions. Generate regular reports on help desk performance, end user satisfaction, and key performance indicators (KPIs) for management review.
- Collaborate with system and cloud engineering teams to resolve tier 3 & 4 technical issues, escalate support tickets, and coordinate service delivery.
- Ensure compliance with relevant industry standards, regulations, and security best practices. Implement and enforce security policies and procedures to protect client data and mitigate risks.
Qualifications:
- Minimum 3 years' experience in a supervisory, lead, senior or managerial role service desk or help desk role.
- Demonstrated experience working one or more ITSMs: such as ServiceNow, Freshservice, Ivanti, Zendesk, etc in technical support capacity.
- Minimum 7 years work experience maintaining end users, systems and networks in a Microsoft/Azure environment.
- Network experience with routers, firewalls, access points and connectivity highly desired.
- Intune, MDM, and mobile device management support experience.
- In-depth technical experience working with enterprise PC software, operating systems, Windows 11, O365, PC hardware (Desktops, Notebooks), and all Microsoft applications
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, colleagues, and stakeholders at all levels.
- Experience implementing and adhering to service level agreements (SLAs).
- Industry certifications such as ITIL, CompTIA A+, Network+, Security+, or Azure/ Microsoft Certified.
If you meet the qualifications and are passionate about delivering exceptional IT support services in an enterprise environment, we encourage you to apply for this exciting opportunity.