Robert Half · 8 hours ago
Information Technology Help Desk Manager
Frederick, CO
Full-time
Onsite
Senior Level
$120K/yr - $125K/yr
5+ years expRobert Half is a growing multi-location organization seeking an IT Support & Operations Manager to oversee its onsite service desk and lead a distributed support team. This role involves managing a multi-site service desk team, ensuring service quality and operational efficiency while providing hands-on technical support when necessary.
ConsultingHuman ResourcesRecruitingSecurity
Hiring Manager
Aaron Brooks
Responsibilities
Direct day‑to‑day support operations, ensuring timely resolution of incidents and service requests
Maintain visibility into service performance through metrics, reporting, and user feedback
Coordinate escalations and major incident response when needed
Develop scalable support coverage models as the organization expands
Lead and mentor a team of technicians across several states
Manage hiring, onboarding, performance evaluations, and skill development
Promote a culture centered on responsiveness, accountability, and user satisfaction
Provide hands‑on assistance when necessary (approximately 20% of the role)
Support Level 1 and Level 2 troubleshooting across operating systems, networking, and endpoint technologies
Work with common networking platforms and infrastructure tools
Oversee hardware lifecycle processes, imaging standards, and provisioning workflows
Strengthen support processes aligned with industry‑standard service management practices
Collaborate with other IT functions to streamline workflows and reduce friction
Drive automation, self‑service, and efficiency enhancements
Manage service desk tools, dashboards, and analytics to track trends and performance
Support modernization initiatives involving cloud services, integrations, and emerging support technologies
Qualification
Required
5+ years of IT support experience, including leadership responsibility
Strong understanding of service desk operations and support best practices
Experience managing distributed teams
Ability to step in hands‑on when needed
Familiarity with enterprise support tools, endpoint management, and modern productivity platforms
Strong communication, organization, and people‑leadership skills - ability and desire to 'delight a client.'
Preferred
Background supporting multiple business groups or decentralized environments
Experience with automation or scripting tools
Exposure to modern support technologies such as AI‑enabled routing or self‑service platforms
Understanding of cloud services, integrations, and security‑aligned support practices
Company
Robert Half
🔒 At Robert Half, we prioritize your security—if you believe you've encountered a scam or fraudulent recruiter, please report it immediately to https://www.roberthalf.com/us/en/fraud-alert.
10001+ employees
H1B Sponsorship
Robert Half has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (31)
2022 (32)
2021 (18)
2020 (22)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Keith Waddell
President and CEO
Paul Gentzkow
President and Chief Executive Officer, Talent Solutions
Recent News
EIN Presswire
2025-04-14
Company data provided by crunchbase