Robert Half Corporation Jobs

Description We are offering a contract to hire employment opportunity for a Help Desk Manager located in Cincinnati, Ohio. As a Help Desk Manager, you will be overseeing and evaluating a team of service desk personnel, handling escalations, and ensuring the smooth operation of our ticketing systems. You will also be responsible for vendor management, evaluating productivity, and implementing changes to improve service.

Responsibilities:

• Oversee and evaluate a service desk team, ensuring effective performance.

• Handle and manage a high volume of tickets monthly, ensuring timely resolution.

• Evaluate team performance and review Key Performance Indicators (KPIs).

• Implement process changes to improve service delivery and customer satisfaction.

• Manage vendor relationships to ensure quality and timely delivery of services.

• Handle escalations, resolving complex issues effectively and efficiently.

• Review turnaround times, ensuring timely resolution of all tickets.

• Evaluate productivity, implementing measures to improve efficiency.

• Evaluate and implement tools to improve service resolutions.

• Manage ticketing systems, primarily ServiceNow and ConnectWise, ensuring optimal utilization. Requirements • Applicant must possess a minimum of 5 years of experience in a related role, preferably as a Help Desk Manager or similar position.

• Proficiency in Computer Hardware is essential to successfully perform in this role.

• The potential candidate should have substantial experience with Deskside Support.

• Familiarity with the ServiceNow Platform is a critical requirement for this position.

• Exceptional Customer Support skills are mandatory, including the ability to resolve complaints and maintain high levels of customer satisfaction.

• Ability to lead and manage a team, ensuring optimal productivity and efficiency in all help desk operations.

• The candidate should have strong problem-solving skills, capable of analyzing complex technical issues and implementing effective solutions.

• Excellent communication skills, both written and verbal, are essential to effectively explain technical information to non-technical users.

• The potential candidate should have strong organizational skills, capable of managing multiple tasks and prioritizing responsibilities.

• Willingness to stay updated with the latest technologies and industry trends to ensure the help desk remains efficient and effective.

• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. 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.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .