Service Desk Manager
$60,000–$80,000 year
HybridGreensboro, North Carolina, United States
Greensboro, North Carolina, United StatesHybridFull Time$60,000–$80,000 yearMedium
Full TimeMedium
Job Summary
Lead and develop the Service Desk team by monitoring service performance, SLAs, and workload trends to identify improvement opportunities. Drive process improvements that enhance efficiency and service quality while partnering with Sales and other departments to address client concerns. Manage staffing, workload planning, and resource allocation to support team productivity. Requires 3+ years of experience leading client-facing support teams, managing service metrics, and utilizing a PSA or ticketing environment. Hybrid work in Raleigh or Greensboro with weekly travel between locations.
Required Qualifications
- 3+ years of experience leading a Service Desk, Service Delivery, or IT Support team in a client-facing environment
- Experience directly managing and developing employees
- Experience managing service performance metrics and SLAs
- Experience using operational reporting to identify trends and drive improvements
- Experience working within a PSA or ticketing environment
- Strong understanding of IT service delivery processes and support operations
Desired Qualifications
- MSP experience
- ConnectWise experience
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