Information Technology Manager Job at Robert Half, Dallas, TX

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  • Robert Half
  • Dallas, TX

Job Description

We are seeking a proactive and service-oriented IT Helpdesk Manager to lead our technical support team and ensure our employees receive world-class IT assistance. You will be responsible for the day-to-day operations of the service desk, managing a team of technicians, and optimizing our support workflows. The ideal candidate is a problem-solver who can translate complex technical issues into simple solutions while maintaining a high standard of internal customer satisfaction.

Key Responsibilities

  • Team Leadership: Supervise, mentor, and train a team of helpdesk technicians. Conduct performance reviews and foster a culture of professional growth.
  • Service Delivery: Act as the primary point of escalation for complex technical issues. Ensure all tickets are resolved within established Service Level Agreements (SLAs).
  • Process Improvement: Identify bottlenecks in the support process and implement new workflows, automation tools, or documentation to increase efficiency.
  • Asset Management: Manage the lifecycle of hardware and software, including procurement, inventory tracking, and workstation deployments.
  • Reporting: Track and analyze helpdesk metrics (ticket volume, resolution time, customer satisfaction) and provide regular reports to leadership.
  • Vendor Management: Coordinate with external vendors for hardware repairs, software licensing, and third-party technical support.

Qualifications & Skills

  • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Experience: 5+ years in IT support, with at least 2 years in a supervisory or lead role.
  • Technical Proficiency: Strong knowledge of Windows/macOS environments, Microsoft 365, Active Directory, and MDM solutions.
  • Certifications: CompTIA A+, Network+, or ITIL Foundation certifications are highly preferred.
  • Communication: Exceptional verbal and written communication skills with the ability to explain technical concepts to non-technical staff.

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