Help Desk Manager

Description We are looking for an experienced Help Desk Manager to lead end-user support and create a high-quality technology experience for employees in Portland, Maine. This contract-to-permanent position will oversee service desk operations, guide support staff, and strengthen processes that improve responsiveness, communication, and user satisfaction. The role is ideal for someone who combines technical depth with strong leadership and a service-oriented approach in a fast-moving, detail-oriented environment.

Responsibilities:

- Direct day-to-day support operations by coordinating ticket flow, setting priorities, managing escalations, and ensuring timely follow-through with users.

- Track service performance through response targets, operational metrics, and reporting that supports consistent and measurable support delivery.

- Act as the senior point of contact for urgent or complex technical problems, driving resolution for issues with broad business impact.

- Lead and mentor help desk personnel while fostering a detail-oriented, user-centered support culture focused on accountability and service quality.

- Manage external support partners and vendors to confirm expectations are met and support outcomes align with organizational standards.

- Create and refine support documentation, knowledge materials, and standard procedures to improve consistency and team efficiency.

- Support a broad range of technologies including Microsoft 365, Windows devices, mobile tools, remote access solutions, collaboration platforms, conferencing systems, multifunction devices, and key business applications.

- Review ticket patterns and user feedback to identify recurring issues, recommend improvements, and increase overall technology adoption through training and communication.

- Work with application owners and technical stakeholders on software rollouts, upgrades, testing, issue escalation, and post-implementation support, including platforms such as iManage where applicable. Requirements - Bachelor's degree in Information Technology, Business, Communications, or a related discipline, or equivalent relevant experience.

- At least 5 years of experience in IT support, desktop support, or service desk environments.

- Minimum of 3 years of experience leading teams or managing service desk functions.

- Strong working knowledge of Microsoft 365, Windows operating systems, deskside support, endpoint-focused support practices, mobile technology, and remote access tools.

- Experience using ticketing platforms, managing service desk tickets, monitoring support metrics, and maintaining knowledge resources.

- Background supporting users in services, legal, financial, consulting, or similarly service-driven organizations.

- Excellent communication, organization, analytical thinking, and customer service skills with the ability to manage multiple priorities effectively.

- Familiarity with business applications such as document management systems including iManage, along with awareness of cybersecurity and data protection best practices. 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.

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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  for more information.

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