Add your latest resume to match with open positions.
2 results for Help Desk Support Manager in Madison, WI
- Madison, WI
- onsite
- Permanent / Full Time
- 85000 - 105000 USD / Yearly
- <p>Robert Half is seeking an IT Support Manager to lead IT support and service delivery for our client in the Madison area. This role will manage a team of IT support professionals, serve as the primary IT contact for plant leadership, and oversee Service Desk performance, technical escalations, endpoint management, and IT support across multiple locations.</p><p><br></p><p>This is a hands-on leadership role for someone who can manage people and processes while also troubleshooting technical issues and coordinating with other IT teams.</p><p><br></p><p>What You'll Do</p><ul><li>Lead daily Service Desk operations, including ticket queues, staffing, SLAs, escalations, and service quality.</li><li>Supervise, coach, and develop IT support staff through goal setting, one-on-ones, performance management, and technical development.</li><li>Serve as the primary IT support contact for plant leadership and production teams.</li><li>Manage escalations for complex technical and plant-impacting issues, coordinating with Infrastructure, Security, Applications, ERP, vendors, and other IT teams.</li><li>Coordinate IT support across manufacturing locations, including onsite coverage, remote support, equipment moves, technology rollouts, and plant projects.</li><li>Support plant-facing technology including PCs, laptops, scanners, printers, mobile devices, label printing, and other production endpoints.</li><li>Manage the ITSM platform and Service Desk KPIs, using ticket trends and performance data to identify recurring issues and improve support.</li><li>Oversee end-user asset lifecycle management, including procurement, imaging, deployment, refresh, retirement, and secure disposal.</li><li>Maintain accurate asset records and leverage Microsoft Intune for endpoint management and lifecycle tracking.</li><li>Provide hands-on second-level technical support for Windows endpoints, hardware, software, peripherals, and basic networking.</li><li>Coordinate technology changes around production schedules, outage windows, and business priorities.</li><li>Leverage Microsoft Copilot and other AI tools to improve support efficiency, documentation, and ticket analysis.</li><li>Manage vendor relationships and warranty repairs as needed.</li><li>Participate in on-call support and travel between manufacturing locations as needed.</li></ul><p><br></p>
- 2026-08-13T00:00:00Z
- Middleton, WI
- onsite
- Temporary / Contract
- 42 - 51 USD / Hourly
- <p>We are seeking an <strong>Application Support Analyst – SolidWorks</strong> to join our IT team and provide hands-on technical support for SolidWorks and other engineering applications. This role will be responsible for supporting engineering users, troubleshooting application-related issues, managing endpoint deployments and patches, and ensuring technical issues are properly documented and resolved.</p><p>The ideal candidate will have recent experience supporting <strong>SolidWorks in a production environment</strong>, along with experience in endpoint management, ticketing systems, VDI, and modern troubleshooting tools such as Microsoft Copilot.</p><p>What You'll Do</p><ul><li>Provide day-to-day technical support for <strong>SolidWorks</strong>, primarily supporting the current <strong>SolidWorks 2025 SP5</strong> environment.</li><li>Troubleshoot SolidWorks application errors, performance issues, installations, configurations, and user problems.</li><li>Partner with engineering and IT teams to resolve application and CAD-related technical issues and minimize disruption to users.</li><li>Use <strong>Microsoft Copilot and other AI-powered tools</strong> to research errors, troubleshoot issues, and identify potential solutions.</li><li>Manage software deployments, patches, updates, and configurations through <strong>Microsoft Intune</strong> or similar endpoint-management platforms.</li><li>Support <strong>VDI/virtual desktop environments</strong>, including application access, performance, configuration, and troubleshooting.</li><li>Utilize <strong>ServiceNow or a similar ITSM/ticketing platform</strong> to track incidents and document troubleshooting steps and resolutions.</li><li>Assist with application packaging, deployment, and software distribution as needed.</li><li>Follow established processes for software updates, patching, deployments, and change management.</li><li>Create and maintain technical documentation and knowledge articles to improve future issue resolution.</li><li>Work collaboratively with engineering, infrastructure, security, and other IT teams.</li></ul><p><br></p>
- 2026-08-25T00:00:00Z