Job Information

Robert Half IT Manager: Operations & Help Desk in Milwaukee, Wisconsin


We are partnering with a fantastic non-profit education client with strong Milwaukee roots on an IT Leadership position. This Direct Hire opportunity oversees a team of Help Desk and systems administration professionals across a number of facilities. This role will sit in the Milwaukee HQ and will be hybrid, allowing for some work from home. If this seems like it may be a nice fit, please apply today to be considered.


Reporting to the Vice President of Information Technology, the Director of IT Help Desk and Operations is responsible for managing a distributed team of IT Administrators and a Central IT Help Desk.

The manager of IT Help Desk and Operations serves as a liaison between the locations, including Leadership and Systems Administrators, and Central IT, ensuring a 2-way understanding of IT related needs, short and long-term plans, as well as change management. The individual in this role must effectively lead the teams to address stakeholder and business needs and issues in a collaborative fashion.

The position requires strong managerial skills, strong ability to partner with leadership as well as other IT teams, a deep commitment to end-user satisfaction, and experience in driving process improvement.


• Manage and advance the first-level service and support of end-user service requests and computing issues

• In partnership with the IT infrastructure and Applications teams, support and maintain the individual technology environments

• Effective communications between facility IT needs and Central IT teams

• IT related facilities management

• Recruit, hire, train, motivate, develop, set goals and evaluate staff as well as third-party resources

• Develop, manage, measure and report on key service-level metrics including end user satisfaction and develop action plans to address areas needing improvement

• Develop annual goals, budgets and roadmaps in collaboration with IT leadership and leadership

• Strive for continuous improvement of the incident management process and the integration of the process with other IT operations management processes

• Build and maintain strong collaborative relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood by students and faculty/staff and delivered effectively

• Actively engage in planning, change, release, asset and problem management activities responsible for increased call avoidance, improved asset use and decreased end-user downtime

• Leverage best practices and process frameworks, such as the ITIL, to drive continual process improvement

• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

• Stay abreast of trends in IT Service Management, management, technologies, and other external changes that could have an impact on the teams, the university and/or stakeholders

• Ensure incident and problem management procedures in place to consistently and quickly resolve issues, including eliminating human resource single points of failure, ensuring stable operations

• Work throughout the University with support personnel to ensure standard implementation of policies, procedure and operations


Leadership, Core Infrastructure, Technical Support, Windows Server, Cisco Technologies, Organizational Collaboration, Excellent Communication Skills

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