Job Description

Description *Email valerie.montoya@rht(.com) for consideration* Robert Half is currently seeking a Service Desk Manager for a reputable client located in the City of Industry, CA area. Service Desk Manager will be responsible for leading and supporting IT support operations. In this role, you'll manage a team of Service Desk Analysts while also directly handling complex support issues and driving continuous improvement. This position is ideal for someone who enjoys both leadership and being actively involved in technical problem-solving. Responsibilities: + Manage day-to-day operations of the IT Service Desk team, ensuring timely and effective resolution of incidents and requests. + Act as an escalation point for advanced technical issues-working directly on tickets when needed. + Monitor service levels, track performance metrics, and produce regular reports for leadership. + Implement ITIL-based best practices and contribute to process improvements. + Maintain and update documentation, knowledge base articles, and runbooks. + Recruit, train, and mentor Service Desk staff, fostering a culture of customer service excellence. + Oversee onboarding/offboarding processes including user account setup, hardware provisioning, and access control. + Collaborate with other IT teams (Infrastructure, Security, Application Support) on cross-functional initiatives and incident resolution. + Manage asset inventory and licensing related to end-user hardware and software. + Lead incident and problem management processes, including root cause analysis and communication. Requirements Qualifications: + 5+ years of IT support experience, with 3+ years in a supervisory or managerial role (hands-on) + Strong knowledge of Microsoft environments (Windows 10/11, Active Directory, Office 365, Exchange, Teams). + Experience with service desk tools such as ServiceNow, Jira Service Management, or Freshservice. + Hands-on experience with desktop/laptop support, mobile device management (MDM), printers, and basic networking. + Solid understanding of ITIL framework (certification is a plus). + Strong interpersonal, communication, and conflict resolution skills. + Ability to manage multiple priorities in a fast-paced environment. *Email valerie.montoya@rht(.com) for consideration* 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 ( 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. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

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Permanent employment, Contract work, Temporary work,

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