About the Help Desk Manager Role at Robert Half

Join Robert Half as a Help Desk Manager in the vibrant community of The Woodlands, Texas, and take charge of a dynamic IT service desk team. This pivotal full-time position offers a competitive salary of up to $130,000 per year, making it an exceptional opportunity for seasoned IT professionals passionate about service excellence, team leadership, and operational efficiency. Located in the heart of The Woodlands, TX—a master-planned community known for its lush green spaces, top-rated schools, and proximity to Houston's bustling energy—this role is perfect for individuals who thrive in fast-paced environments dedicated to delivering outstanding customer support.

As Help Desk Manager, you will oversee all aspects of the service desk operations, from ticket management to Active Directory administration, ensuring seamless IT support that aligns with organizational objectives. Robert Half, a global leader in professional services, values innovation and employee growth, providing a supportive platform for you to implement IT service management (ITSM) best practices and drive continuous improvement. If you excel in troubleshooting complex issues, fostering team performance, and enhancing customer satisfaction, this Help Desk Manager job in The Woodlands, TX, is your next career milestone.

Why The Woodlands, TX is the Ideal Location

The Woodlands offers an unbeatable blend of suburban tranquility and urban accessibility, with easy commutes to Houston via I-45. Enjoy world-class amenities like The Woodlands Waterway, Cynthia Woods Mitchell Pavilion for concerts, and numerous parks for outdoor activities—all while advancing your career at Robert Half.

Key Responsibilities

The Help Desk Manager role demands a proactive leader who can balance hands-on technical support with strategic oversight. Your daily impact will include:

• Leading and managing the service desk team's daily operations to guarantee timely resolution of all support requests, minimizing downtime for end-users.
• Overseeing the complete lifecycle of service desk tickets, from intake to closure, with meticulous documentation and follow-up.
• Implementing cutting-edge ITSM best practices using tools like ServiceNow or similar platforms to streamline workflows and elevate service delivery standards.
• Administering Active Directory environments, handling user provisioning, group policies, and access controls to ensure secure and efficient operations.
• Delivering expert deskside support for a wide range of hardware malfunctions, software glitches, and network connectivity problems.
• Developing robust service desk policies, procedures, and SLAs to promote consistency, accountability, and peak efficiency across the team.
• Closely monitoring key performance indicators (KPIs), conducting regular training sessions, and delivering constructive feedback to maximize team productivity and service quality.
• Fostering cross-departmental collaboration to anticipate IT needs, resolve escalated issues, and integrate service desk functions with broader business goals.
• Producing insightful reports and analytics on ticket volumes, resolution times, customer satisfaction scores (CSAT), and trends to pinpoint opportunities for process enhancements.
• Upholding stringent security protocols, conducting audits, and ensuring all IT support activities comply with industry regulations like GDPR, HIPAA, or internal standards.

Required Qualifications

To succeed as our Help Desk Manager, you should bring:

• 5+ years of progressive experience in help desk or service desk management, with a track record of leading high-performing teams.
• Advanced proficiency in Active Directory, Microsoft 365, and common ITSM platforms.
• Demonstrated expertise in deskside support for Windows/macOS environments, networking (TCP/IP, Wi-Fi, VPN), and peripherals.
• Strong analytical skills for metrics tracking and reporting using tools like Power BI or Excel.
• Exceptional leadership abilities, with experience in training, mentoring, and performance management.
• ITIL certification or equivalent knowledge of ITSM frameworks highly preferred.
• Bachelor's degree in IT, Computer Science, or related field; relevant certifications (CompTIA A+, Network+, ITIL) advantageous.
• Outstanding communication skills to liaise with technical and non-technical stakeholders.

Key skills include IT Service Management, Active Directory, ticket systems, troubleshooting, team leadership, and security compliance—ensuring you're equipped to handle the demands of this role.

Why Join Robert Half?

Robert Half stands out as a premier employer offering unparalleled benefits and growth opportunities. Earn a disclosed salary up to $130,000 annually, plus comprehensive health coverage, 401(k) matching, generous PTO, and professional development programs tailored to IT leaders. Our inclusive culture emphasizes work-life balance, with flexible options in The Woodlands, TX. Advance your career in a company renowned for innovation in staffing and technology solutions. Apply now for this Help Desk Manager position and elevate IT support to new heights with Robert Half!