Description

We are offering a contract to hire employment opportunity for a Service Desk Manager in Tampa, Florida. This role is within the telecom industry and involves managing a team of IT Help Desk Technicians, ensuring efficient and effective resolution of end user issues.

Responsibilities:

• Oversee the team of IT Help Desk Technicians providing Tier 1 technical support through various channels such as phone, email, and in-person interactions.

• Utilize knowledge and resources to diagnose and resolve technical issues, escalating those that are beyond the team's control in a timely manner.

• Manage IT Service Management ticketing system to ensure prompt response and proper documentation of issue resolution.

• Establish and enforce Help Desk service level agreements in consultation with end users to set expectations for problem resolution and timeframes.

• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and develop solutions to enhance service quality and prevent future problems.

• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

• Design and enforce request handling and escalation policies and procedures.

• Track and analyze trends in Help Desk requests and generate operational reports.

• Develop, implement, and administer help desk staff training procedures and policies to increase computer literacy and self-sufficiency among end users.

• Document customer interactions and resolution, escalating issues to the next Tier with higher difficulty when necessary.

• Provide feedback on processes and make recommendations on areas to improve.

Requirements

• Proven experience as a Service Desk Manager for a minimum of 7 years

MSP experience is a requirement.

• Exceptional team management skills and experience in leading a team

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)

• Demonstrated ability to manage a Service Desk, including handling Service Desk tickets

• Strong communication and problem-solving skills

• Ability to provide technical support and train team members

• Proven track record of developing processes to drive efficiency in ticket resolution

• Bachelor's degree in Computer Science, Information Technology, or related field preferred

• ITIL or other relevant certifications are desirable

• Demonstrated ability to handle stressful situations with patience and professionalism

• Excellent time management skills and the ability to prioritize work

• Good understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

• Strong sense of discretion and confidentiality required

• Experience in managing relationships with stakeholders and vendors.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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