About the Help Desk Manager Role at Robert Half

Robert Half, a global leader in professional staffing and consulting services, is seeking an experienced Help Desk Manager to lead our service desk operations in Washington, District of Columbia, United States. This pivotal full-time position offers a competitive salary starting at $110,000 annually, with opportunities for growth in a dynamic IT environment. As Help Desk Manager, you will oversee daily operations, drive team performance, and ensure top-tier technical support for our clients. If you thrive in fast-paced settings and have a passion for IT leadership, this role at Robert Half provides the platform to excel in Help Desk management careers in Washington DC.

Our service desk is the frontline of IT support, handling everything from routine troubleshooting to complex escalations. You'll play a crucial role in maintaining seamless operations, fostering a high-performance team, and delivering exceptional customer service. With Robert Half's reputation for excellence, this position is ideal for seasoned IT professionals ready to advance their careers in a supportive, innovative organization.

Key Responsibilities

• Manage the day-to-day operations of the service desk, ensuring efficient workflows, prompt resolution of support requests, and minimal downtime for users.
• Supervise and mentor a team of helpdesk analysts, providing guidance to maintain high-quality service delivery and professional development.
• Monitor key performance metrics such as ticket resolution times, customer satisfaction scores, and SLA compliance to identify areas for continuous improvement.
• Collaborate closely with broader IT teams, including network engineers and system administrators, to address complex technical issues and deploy effective solutions.
• Ensure proper documentation, categorization, and tracking of all service desk tickets using industry-leading management software like ServiceNow or Zendesk.
• Leverage your technical expertise to troubleshoot hardware and software issues, including workstations, laptops, printers, peripherals, and major operating systems such as Windows and macOS.
• Oversee Active Directory management, user provisioning, group policies, and ensure strict adherence to organizational IT security policies and compliance standards.
• Stay abreast of ITSM (IT Service Management) best practices, tools, and emerging technologies to drive process optimization.
• Implement and enforce rigorous standards for customer service excellence and technical support protocols across the team.
• Coordinate and deliver regular training sessions for staff, covering new technologies, software updates, and process enhancements to build a skilled, adaptable workforce.

Required Qualifications for Help Desk Manager

To succeed in this Help Desk Manager job in Washington DC, candidates should possess a bachelor's degree in Information Technology, Computer Science, or a related field, along with 5+ years of experience in IT support leadership. Key qualifications include:

• Proven track record in managing IT service desks with a focus on operational efficiency and team leadership.
• Deep technical knowledge in hardware/software troubleshooting, Active Directory, and ITSM frameworks like ITIL.
• Strong analytical skills for monitoring KPIs and driving data-informed improvements.
• Excellent communication and interpersonal abilities to mentor staff and liaise with stakeholders.
• Experience with ticketing systems, remote support tools, and endpoint management solutions.
• Commitment to IT security best practices and regulatory compliance (e.g., GDPR, HIPAA if applicable).

Certifications such as ITIL Foundation, CompTIA A+, Microsoft Certified: Azure Administrator, or similar are highly desirable. Robert Half values diversity and encourages applications from underrepresented groups in tech.

Why Join Robert Half as Help Desk Manager?

Joining Robert Half means becoming part of a Fortune 500 company with a legacy of empowering professionals through top-tier opportunities. In this role, you'll enjoy a salary range of $110,000 - $130,000, comprehensive benefits including health insurance, 401(k) matching, PTO, and professional development. Work in the heart of Washington, DC, with hybrid flexibility, and contribute to high-impact projects for prestigious clients.

Robert Half offers a collaborative culture, career advancement, and the resources to innovate in IT support. SEO-optimized for Help Desk Manager jobs Washington DC, IT leadership roles Robert Half, and service desk management careers, this position is your gateway to long-term success. Apply today and elevate your IT career!