About the Help Desk Manager | Service Desk Manager Role at Robert Half

Robert Half, a global leader in professional staffing and consulting services, is seeking a dynamic Help Desk Manager also known as Service Desk Manager, to lead our IT support operations in Davenport, Iowa. This exciting contract-to-permanent position offers the perfect blend of leadership challenges and growth opportunities in a fast-paced environment. As the cornerstone of our service desk team, you will drive operational excellence, mentor talented technicians, and implement innovative processes that elevate service delivery. If you thrive on optimizing workflows, managing high-volume support tickets, and fostering team success, this role in the heart of the Quad Cities region is your next career milestone.

Located in Davenport, Iowa, United States, this position taps into a thriving Midwest tech scene with proximity to major industries like manufacturing, logistics, and healthcare. Robert Half provides the resources, technology, and supportive culture needed for you to excel while contributing to business-critical IT support. Join us to transform service desk operations and position yourself for permanent placement with exceptional benefits.

Key Responsibilities

• Supervise and guide service desk technicians, ensuring seamless handling of daily workflows, tasks, and high call volumes of 15-20 calls per technician per day.
• Oversee ticketing systems for accurate categorization, prioritization, and resolution across Tier 1, Tier 2, and Tier 3 support levels.
• Drive process optimization initiatives to enhance efficiency, reduce resolution times, and streamline operations using ITIL frameworks and best practices.
• Monitor KPIs such as first-call resolution rates, ticket backlog, customer satisfaction scores (CSAT), and technician performance, delivering insightful reports to stakeholders.
• Handle escalated technical issues, coordinating resolutions to uphold service standards and client satisfaction.
• Implement cutting-edge service desk strategies, including automation tools and proactive monitoring.
• Design and lead training programs to upskill staff in areas like Active Directory management, troubleshooting, and customer service excellence.
• Foster collaboration with IT, HR, and business units to align service desk functions with organizational objectives.
• Leverage your IT consulting background or Active Directory proficiency to resolve complex technical challenges and support infrastructure needs.

Required Qualifications for Success

To excel as our Help Desk Manager, you need a robust background in IT service management with hands-on leadership experience. Ideal candidates hold 5+ years in service desk roles, including supervisory positions, and certifications like ITIL Foundation, CompTIA A+, or Microsoft Certified: Azure Administrator. Proficiency in tools such as ServiceNow, Zendesk, or similar ticketing platforms is essential, alongside expertise in Active Directory, Windows environments, and basic networking.

Core Skills: Team leadership, process improvement, KPI analysis, escalation management, staff development, cross-functional collaboration, high-volume call handling, and IT best practices. A proactive mindset, excellent communication, and problem-solving abilities are non-negotiable. Experience in contract-to-hire transitions and consulting is a plus. Bachelor's degree in IT, Computer Science, or related field preferred.

Why Join Robert Half in Davenport, IA?

At Robert Half, we invest in your success with a contract-to-permanent pathway leading to full-time benefits like competitive salary ($85,000-$110,000 estimated for Davenport market), health coverage, 401(k) matching, PTO, and professional growth. Enjoy a collaborative culture, modern facilities, and work-life balance in family-friendly Davenport, IA. Be part of a Fortune 500 company shaping IT careers nationwide. Apply now for Help Desk Manager jobs in Davenport, IA and elevate your career with Robert Half!

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