Help Desk Manager

Choate Construction Company; Charlotte (NC); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

ESOP

Medical Coverage Options

401k Profit Sharing

Paid Time Off

Parental Leave

Life Insurance

Disability Coverage

Employee Assistance Program

Safety-first Workplace

Job summary

Choate Construction Company in Charlotte, NC seeks a Help Desk Manager with 5+ years of IT support leadership to guide a team serving ~600 employees. You will drive service excellence, oversee ticket quality, escalation handling, and daily operations while partnering with the IT Director to shape processes and staffing.

You will mentor staff, develop training resources, manage onboarding/offboarding provisioning, and contribute to ongoing process improvements to deliver outstanding end-user

Qualifications

• 5+ years of IT support leadership experience.
• Strong ticket quality, escalation management, and SLAs.
• Experience mentoring teams and driving process improvements.

Responsibilities

• Lead and develop internal Help Desk team.
• Oversee ticket quality, performance metrics, and escalation handling.
• Collaborate with IT Director to shape support processes and staffing.
• Manage onboarding/offboarding provisioning for employee access.
• Maintain documentation and knowledge base materials.

Skills

IT leadership

Customer service

Team mentoring

Problem solving

Process improvement

Education

Bachelor's degree in IT

Tools

ServiceNow

Active Directory

Windows Server

Job description

## Help Desk ManagerApplylocations: Charlottetime type: Full timeposted on: Posted Yesterdayjob requisition id: JR100033**WHO WE ARE LOOKING FOR**Are you an experienced IT support leader who is passionate about helping others succeed? We're looking for a Help Desk Manager with 5+ years of experience to lead and develop our internal Help Desk team supporting approximately 600 employees across the organization. In this highly visible role, you'll ensure our employees receive fast, professional, and effective technical support while overseeing day-to-day service desk operations, including ticket quality assurance, escalation management, team performance, and continuous process improvement. You'll serve as the primary point of accountability for service desk excellence, partnering closely with the IT Director to shape support processes, staffing strategies, and service standards. If you thrive on mentoring teams, solving complex challenges, and creating exceptional customer experiences through empathy, accountability, and leadership, we'd love to have you help drive the future of IT support within our organization.**YOU COULD BE THE NEXT CHOATE HELP DESK MANAGER IF...*** **You led** and developed a Help Desk team, ensuring exceptional support for employees while maintaining adequate coverage during business and after-hours operations.* **You oversaw** ticket quality, performance metrics, and service levels, leveraging data and trend analysis to drive continuous improvement and enhance the end-user experience.* **You served** as the primary escalation point for complex technical issues, partnering with internal IT teams and external vendors to ensure timely resolution and effective communication.* **You conducted** one-on-one meetings, performance reviews, and training initiatives, helping team members grow both technically and professionally.* **You created, maintained, and improved** Help Desk processes, standard operating procedures, knowledge base articles, and end-user training resources.* **You supported** employee onboarding and offboarding activities, ensuring accounts, equipment, and system access were provisioned accurately and efficiently.* **You managed** hardware asset tracking and procurement while contributing to IT projects that improved Help Desk operations and organizational effectiveness.* **You utilized** your 5+ years of IT support experience, including at least 3 years in a Help Desk leadership role, to successfully manage technical teams, provide escalation support, enforce quality standards, and deliver outstanding customer service.**BENEFITS OF BEING A FULL TIME CHOATE EMPLOYEE OWNER*** 100% Employee Owned Company with Employee Stock Ownership Plan (ESOP)* Medical Coverage Options: Surest, a copay plan, or High Deductible Health Plan with a Health Savings Account; Dental & Vision Coverage* Flexible Spending Accounts (Medical & Dependent)* Basic Life & AD&D Insurance* 401k Profit Sharing Plan* Paid Time Off (PTO) Policy* Parental Leave* Short-Term & Long-Term Disability* College Student Debt Reduction Program* Employee Assistance & Financial Wellness Programs* Employee Referral Program* Charitable Contribution Matching ($1,000 per year per employee)* Stewardship Day (Community Volunteering)One additional benefit Choate offers which cannot be understated is a **safe working environment**. Whether working in the office or at a jobsite, it is our goal to elevate safety standards and ensure everyone goes home safely – and more safety conscious – at the end of each day.Choate is a Drug Free Workplace and pre-employment drug screening in required for all new hires.Choate Construction is an Equal Opportunity Employer and is committed to providing a safe work environment and to fostering the well-being and health of its employees.*The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**Choate does not accept any speculative or unsolicited CV’s that have been sent to our internal recruitment team or hiring managers from agencies outside of our preferred supplier list. Any speculative or unsolicited CV’s will be treated as a direct application.*