Service Desk Manager
Robert Half
Irvine, CA
Contractor
Posted Mar 6, 2026
50–53 an hour
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via LinkedIn
Benefits
Dental Coverage
Health Insurance
Job Description
escalations are handled effectively.
Location: 80% REMOTE (onsite in Foothill Ranch, CA – 2 days a week)
Must Haves:
• At least 5+ years of experience managing, providing oversight for a team, with knowledge in Microsoft technology stack
• Experience monitoring ticket progress, SLA compliance, and be a part of the escalations to appropriate technical resources.
What You’ll Do:
• Lead and mentor a team of technicians (8-10), fostering accountability and collaboration.
• Oversee ticket workflows, SLAs, and performance metrics.
• Serve as the main point of contact for escalated issues and proactive client outreach.
• Refine processes to improve efficiency, team performance, and service delivery.
What We’re Looking For:
• Proven MSP service desk or IT support management experience or coming from an environment that is fast paced (huge plus).
• Semi-technical understanding of IT environments (cloud, productivity tools, servers, etc.).
• Strong communication, organization, and leadership skills.
• Comfortable balancing operational management with team development.
• Strong interpersonal skills with a positive, approachable style, while maintaining the ability to hold the team accountable.
Technical & Operational Expertise
• Semi-technical understanding of server, cloud, Microsoft 365, and endpoint environments to route tickets appropriately.
• Ability to determine when to enforce procedures versus exercise flexibility based on business needs.
• Familiarity with MSP workflows, managed security services, and government contract compliance is preferred.
• **ONLY local candidates that will commute 2 days onsite a week will be considered. Anyone not local will not be considered.**
Benefits available to contract/temporary professionals, include medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll
Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Location: 80% REMOTE (onsite in Foothill Ranch, CA – 2 days a week)
Must Haves:
• At least 5+ years of experience managing, providing oversight for a team, with knowledge in Microsoft technology stack
• Experience monitoring ticket progress, SLA compliance, and be a part of the escalations to appropriate technical resources.
What You’ll Do:
• Lead and mentor a team of technicians (8-10), fostering accountability and collaboration.
• Oversee ticket workflows, SLAs, and performance metrics.
• Serve as the main point of contact for escalated issues and proactive client outreach.
• Refine processes to improve efficiency, team performance, and service delivery.
What We’re Looking For:
• Proven MSP service desk or IT support management experience or coming from an environment that is fast paced (huge plus).
• Semi-technical understanding of IT environments (cloud, productivity tools, servers, etc.).
• Strong communication, organization, and leadership skills.
• Comfortable balancing operational management with team development.
• Strong interpersonal skills with a positive, approachable style, while maintaining the ability to hold the team accountable.
Technical & Operational Expertise
• Semi-technical understanding of server, cloud, Microsoft 365, and endpoint environments to route tickets appropriately.
• Ability to determine when to enforce procedures versus exercise flexibility based on business needs.
• Familiarity with MSP workflows, managed security services, and government contract compliance is preferred.
• **ONLY local candidates that will commute 2 days onsite a week will be considered. Anyone not local will not be considered.**
Benefits available to contract/temporary professionals, include medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll
Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Qualifications
- • At least 5+ years of experience managing, providing oversight for a team, with knowledge in Microsoft technology stack
- • Experience monitoring ticket progress, SLA compliance, and be a part of the escalations to appropriate technical resources
- • Proven MSP service desk or IT support management experience or coming from an environment that is fast paced (huge plus)
- • Semi-technical understanding of IT environments (cloud, productivity tools, servers, etc.)
- • Strong communication, organization, and leadership skills
- • Comfortable balancing operational management with team development
- • Strong interpersonal skills with a positive, approachable style, while maintaining the ability to hold the team accountable
- • Technical & Operational Expertise
- • Semi-technical understanding of server, cloud, Microsoft 365, and endpoint environments to route tickets appropriately
- • Ability to determine when to enforce procedures versus exercise flexibility based on business needs
- • **ONLY local candidates that will commute 2 days onsite a week will be considered
Benefits
- • Benefits available to contract/temporary professionals, include medical, vision, dental, and life and disability insurance
Responsibilities
- • This role blends team leadership, operational oversight, and semi-technical expertise, ensuring tickets are prioritized, resolved efficiently, and escalations are handled effectively
- • Location: 80% REMOTE (onsite in Foothill Ranch, CA – 2 days a week)
- • Lead and mentor a team of technicians (8-10), fostering accountability and collaboration
- • Oversee ticket workflows, SLAs, and performance metrics
- • Serve as the main point of contact for escalated issues and proactive client outreach
- • Refine processes to improve efficiency, team performance, and service delivery