Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Find Jobs
Find Jobs Near You – Available Work in Your Location
Skip to job details
RH
Robert Half
IT Client Services & Help Desk Lead
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
36
out of 100
Average of individual scores
Job Description
We are seeking a hands-on IT Client Services & Help Desk Lead to lead IT support and deliver an exceptional end-user experience.
This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP).Key ResponsibilitiesHands-On Technical SupportServe as a senior help desk resource and resolve end-user issues.
Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.
Manage tickets through resolution and provide user updates.
Provide remote, desk-side, and executive support.
Build, configure, and deploy end-user systems.
Participate in on-call escalations as needed.
Document resolutions and maintain knowledge base articles.
Help Desk & MSP ManagementOversee daily help desk operations and ticket queues.
Monitor SLAs and ensure timely resolution.
Determine which issues should be handled internally vs. by the MSP.Serve as the escalation point for complex issues.
Hold the MSP accountable for service quality and resolution times.
Lead recurring MSP operational reviews.
Increase the number of tickets efficiently handled by the MSP.Customer Service & Service ImprovementBuild strong relationships with employees across the organization.
Deliver excellent customer service and communicate effectively during outages.
Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.
Develop support standards and procedures.
Reduce ticket volume, backlog, and aging while improving first-contact resolution.
Documentation & Knowledge ManagementDevelop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.
Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.
Ensure processes are consistently followed by internal IT staff and the MSP.Partner with infrastructure, security, and application teams on operational documentation.
Audit MSP documentation and ensure critical IT knowledge remains within the organization.
Support business continuity and disaster recovery through operational runbooks.
IT Client Services & Help Desk Lead
This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP).Key ResponsibilitiesHands-On Technical SupportServe as a senior help desk resource and resolve end-user issues.
Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.
Manage tickets through resolution and provide user updates.
Provide remote, desk-side, and executive support.
Build, configure, and deploy end-user systems.
Participate in on-call escalations as needed.
Document resolutions and maintain knowledge base articles.
Help Desk & MSP ManagementOversee daily help desk operations and ticket queues.
Monitor SLAs and ensure timely resolution.
Determine which issues should be handled internally vs. by the MSP.Serve as the escalation point for complex issues.
Hold the MSP accountable for service quality and resolution times.
Lead recurring MSP operational reviews.
Increase the number of tickets efficiently handled by the MSP.Customer Service & Service ImprovementBuild strong relationships with employees across the organization.
Deliver excellent customer service and communicate effectively during outages.
Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.
Develop support standards and procedures.
Reduce ticket volume, backlog, and aging while improving first-contact resolution.
Documentation & Knowledge ManagementDevelop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.
Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.
Ensure processes are consistently followed by internal IT staff and the MSP.Partner with infrastructure, security, and application teams on operational documentation.
Audit MSP documentation and ensure critical IT knowledge remains within the organization.
Support business continuity and disaster recovery through operational runbooks.
IT Client Services & Help Desk Lead
Benefits
- Dental Insurance