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1 result 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