Information Technology Service Desk Manager

3 days ago

Orange, California, United States Robert Half Full time

The IT Service Desk & Operations Manager that is a hands-on technical leader responsible for driving operational excellence across our North American IT Service Delivery function. A key responsibility will be to lead the full implementation and configuration of ManageEngine ServiceDesk Plus, including automation, process design, and system optimization. The ideal candidate is a proactive IT professional with both strong technical expertise and the leadership skills to guide and mentor Service Desk teams.

Key Responsibilities:

  • Proven experience implementing and configuring ManageEngine ServiceDesk Plus, client is halfway through implementation (not just maintenance or updates).
  • A key responsibility will be to lead the full implementation and configuration of ManageEngine ServiceDesk Plus, including automation, process design, and system optimization, in alignment with IT Service Management (ITSM) best practices.
  • Strong knowledge of Microsoft 365 (O365), including administration, integration, and support best practices.
  • Solid experience with Active Directory; Entra ID / Azure AD experience is a plus.
  • Demonstrated success in leading IT Service Desk operations and supporting large, multi-site environments.
  • Strong communication and documentation skills with a focus on clarity and process consistency.
  • Experience coaching and mentoring IT support staff.
  • Hands-on, proactive, and adaptable in a fast-moving, complex technical landscape.

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