Information Technology Service Desk Manager

CRC Group; United States; Hybrid; USD 80,000 - 100,000; Full time

Job summary

A leading insurance firm is looking for a motivated IT Service Desk Manager in the greater Charlotte, NC region. This role involves leading the IT Support Team, ensuring service delivery and customer satisfaction, while managing day-to-day operations. The ideal candidate will have a strong technical background and exceptional leadership skills. This full-time position requires a Bachelor's degree, ITIL certification, and relevant experience in service desk operations. A commitment to service excellence is essential for this mid-senior level role.

Qualifications

• 5–10 years of related experience or equivalent combination.
• Strong working ServiceNow experience required.
• Proven experience in IT service desk operations.

Responsibilities

• Oversee daily operations to ensure timely resolution of incidents.
• Manage escalated support issues requiring on-site presence.
• Promote a customer-first mindset across the team.

Skills

Customer-focused mindset

Technical management

Analytical skills

Leadership

ServiceNow experience

Education

Bachelor's degree

ITIL Foundations Certification

Tools

MS Office Suite

Azure

Active Directory

Job description

Information Technology Service Desk Manager

We are seeking a highly motivated and customer-focused IT Service Desk Manager to lead our IT Support Team. This is a hands‑on leader responsible for ensuring exceptional service delivery, managing day‑to‑day operations of the IT Service Desk. This role is pivotal in maintaining high levels of customer satisfaction, aligning IT services with business needs, and fostering a culture of responsiveness, accountability, and continuous improvement. The manager will oversee the on‑shore and off‑shore IT Service Desk teammates, manage escalations, and act as the primary liaison between IT and business stakeholders. The ideal candidate combines strong technical knowledge with outstanding leadership and communication skills.

Key Responsibilities

Service Desk Operations

• Oversee daily operations to ensure timely resolution of incidents and requests.
• Implement ITIL best practices for incident, problem, and request management.
• Manage escalated support issues requiring on‑site presence, including complex troubleshooting, patching, and hardware/software re‑installations.
• Promote a customer‑first mindset across the team
• Lead, mentor, and develop the service desk team to deliver high‑quality support and advance team objectives.
• Partner with IT Support vendors and outsourced partners to ensure service excellence.

Process Improvement & Compliance

• Identify, develop, and communicate new technology standards and best practices.
• Identify opportunities to streamline workflows and enhance efficiency.
• Drive automation and self‑service initiatives.
• Maintain documentation of procedures, FAQs, and knowledge base articles.
• Ensure compliance with IT security standards, policies, and procedures.

Customer Experience & Business Focus

• Serve as the primary point of contact for all IT service requests, incidents, and communications with internal and external customers.
• Ensure customer satisfaction by delivering excellence in IT products and services, and by consistently demonstrating a professional, positive, and approachable attitude.
• Champion customer service excellence by ensuring all interactions are empathetic, professional, and solution oriented.
• Proactively seek out unmet business needs and propose technology‑based solutions that enhance user experience and business outcomes.
• Gather feedback to continuously improve service quality.

Stakeholder Engagement

• Act as the technical and communications liaison between IT, business partners, users, and senior management.
• Participate in IT steering committees and project teams as required.

Desired Attributes

• Empathetic leader who inspires trust and accountability.
• Analytical thinker with a focus on problem‑solving and continuous improvement.
• Skilled at balancing technical priorities with customer satisfaction.
• Adaptable and resilient in managing change.

Cross‑Functional Collaboration

• Partner with infrastructure, applications, cybersecurity, and regional IT teams to resolve IT issues.
• Communicate effectively with executives and stakeholders across diverse geographies.
• Align service desk operations with enterprise IT strategy and business objectives.

Required Education and Experience

• Bachelor’s degree and 5–10 years of related experience, or equivalent combination.
• Must have ITIL Foundations Certification.
• Strong working ServiceNow Experience.
• Proven experience in technical management, data governance, and service desk operations.
• Strong knowledge of current IT hardware, systems software, and trends.
• Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required.
• Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions.
• Strong written and verbal communication skills, with fluency in English.

Core Competencies

• Customer‑ and business‑focused mindset with a commitment to service excellence.
• Strong problem‑solving and analytical skills; ability to work independently and exercise sound judgment.
• Adaptability to change and willingness to be held accountable for commitments.
• Ability to manage personnel with minimal supervision and work effectively in a team environment.
• Sensitivity in handling confidential information and strong organizational skills.

Location: Must be in the greater Charlotte, NC region and come to the office 2-3 days a week.

Seniority Level: Mid‑Senior Level

Employment Type: Full‑time

Job Function: Information Technology

Industries: Insurance