IT Support Manager

About the Role

Robert Half is seeking an IT Support Manager to lead IT support and service delivery for a client in the Madison area. This hands-on leadership role involves managing a team of IT support professionals, serving as the primary IT contact for plant leadership, and overseeing Service Desk performance, technical escalations, endpoint management, and IT support across multiple locations.

Responsibilities

• Lead daily Service Desk operations, including ticket queues, staffing, SLAs, escalations, and service quality.
• Supervise, coach, and develop IT support staff through goal setting, one-on-ones, performance management, and technical development.
• Serve as the primary IT support contact for plant leadership and production teams.
• Manage escalations for complex technical and plant-impacting issues, coordinating with Infrastructure, Security, Applications, ERP, vendors, and other IT teams.
• Coordinate IT support across manufacturing locations, including onsite coverage, remote support, equipment moves, technology rollouts, and plant projects.
• Support plant-facing technology including PCs, laptops, scanners, printers, mobile devices, label printing, and other production endpoints.
• Manage the ITSM platform and Service Desk KPIs, using ticket trends and performance data to identify recurring issues and improve support.
• Oversee end-user asset lifecycle management, including procurement, imaging, deployment, refresh, retirement, and secure disposal.
• Maintain accurate asset records and leverage Microsoft Intune for endpoint management and lifecycle tracking.
• Provide hands-on second-level technical support for Windows endpoints, hardware, software, peripherals, and basic networking.
• Coordinate technology changes around production schedules, outage windows, and business priorities.
• Leverage Microsoft Copilot and other AI tools to improve support efficiency, documentation, and ticket analysis.
• Manage vendor relationships and warranty repairs as needed.
• Participate in on-call support and travel between manufacturing locations as needed.

Requirements

• 5+ years of experience in IT Support, Help Desk, Desktop Support, or IT Service Delivery, including experience leading or supervising a support team.
• Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred.
• Experience managing Service Desk operations, ITSM processes, SLAs, and support KPIs.
• Hands-on experience with endpoint management, imaging/deployment, hardware and software troubleshooting, and remote support.
• Experience with Microsoft Intune, Entra ID, Active Directory, Windows 11, and Microsoft 365.
• Working knowledge of IT asset management and endpoint lifecycle processes.
• Familiarity with LAN, wireless, VPN, mobile devices, and MDM technologies.
• Strong leadership, communication, customer service, and problem-solving skills.
• Ability to build relationships with plant leadership, vendors, and cross-functional IT teams.
• Manufacturing or plant IT experience preferred.
• ITIL Foundation or A+ certification preferred but not required.

Benefits

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.