IT Service Desk Manager

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Title: IT Service Desk Manager

Location: Raleigh, NC

WFH: 100% On-Site

Required Qualifications:

Fluency in spoken and written English with demonstrable ability to write clear and concise documentation without having to rely on AI.
4+ years’ direct experience in IT service desk / IT help desk operations management.
4+ years’ direct experience in employee management and engagement.
3+ years’ direct experience in Windows OS and ecosystem support.
2+ years’ direct experience in IT support tools, Active Directory, Microsoft 365.
At least an associate’s degree and relevant IT certifications.
Confidence to facilitate meetings and manage stakeholders effectively.
Assertiveness to get the data, deliverables, and outcomes required.

Day-to-Day Breakdown

40% – Team leadership, coaching, ticket oversight
25% – Customer service escalation and stakeholder interaction
20% – Metrics, KPIs, process improvement
15% – Hands-on support, office visits, equipment setup

Must Haves:

4+ years’ direct experience in IT service desk / IT help desk operations management.
4+ years’ direct experience in employee management and engagement.
Microsoft 365, Active Directory, Windows OS, O365, Mac OS, Linux OS, DNS
Comfortable defining, reviewing, and improving metrics and KPIs
Strong soft skills, strong customer service mindset

Pluses

ITIL certification
Worked up from technical support into leadership
Experience leading or supervising junior technicians
Experience improving immature teams or processes

Project Overview:

Implementing and refining service desk metrics/Opportunity to shape metrics, KPIs, and team maturity
Maturing team operations and customer experience
Internal customers, supporting CBC employees
Customer-service-first IT culture, personable, collaborative team, direct access to engineers and leadership

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