Enterprise Service Desk Manager - Lead IT Support

Intratek Computer INC; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Paid vacation

Paid holidays

Job summary

Intratek Computer, Inc. is seeking an experienced Service Desk Manager to lead enterprise IT support operations in the Charlotte, NC area. The role oversees service delivery, staff performance, SLA achievement, customer satisfaction, and escalations.

The candidate will combine strong technical support knowledge with proven leadership, IT service management expertise, and excellent customer-facing communication skills to ensure operational readiness and continuous improvement.

Qualifications

• Experience managing an enterprise IT Service Desk or Help Desk.
• Strong knowledge of ITIL/ITSM principles and practices.
• Experience with major incident resolution and service improvements.
• Leadership and workforce planning experience.
• Excellent written and verbal communication with executive leadership.

Responsibilities

• Oversee daily operation of an enterprise Service Desk for thousands of users.
• Lead, coach, and develop Service Desk staff and related teams.
• Ensure staffing, coverage, workload distribution, and escalation handling.
• Analyze metrics and drive improvements in incidents, requests, and SLAs.
• Document processes and align with ITIL/ITSM best practices.
• Coordinate major incidents and communicate status to leadership.

Skills

IT Service Desk management

ITIL/ITSM knowledge

Leadership

Staff coaching

Analytical problem solving

Customer service orientation

Communication skills

Tools

ServiceNow

BMC Helix/Remedy

Jira Service Management

Ivanti

Job description

Intratek Computer, Inc. is seeking an experienced Service Desk Manager to lead enterprise IT support operations in the Charlotte, NC area. The role oversees service delivery, staff performance, SLA achievement, customer satisfaction, and escalations.

The candidate will combine strong technical support knowledge with proven leadership, IT service management expertise, and excellent customer-facing communication skills to ensure operational readiness and continuous improvement.