IT Service Desk Leader — SLA-Driven & Team Mentor

Rimkus Consulting Group, Inc

Chapel Hill (NC)

On-site

USD 95,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &)

Job summary

Rimkus Consulting Group, Inc. is seeking a Service Desk Manager to lead the IT support team across multiple locations, including Raleigh-Durham area.

You will oversee daily operations, ensure fast resolution of hardware, software, and network issues, and drive SLA compliance in a dynamic environment. The role requires 7+ years of IT experience and 3+ years in service desk leadership, with strong MS 365, Windows, and AD/Entra ID skills, plus ITIL expertise.

Qualifications

7+ years of progressive IT experience.
3+ years managing or leading an IT Service Desk or Help Desk team.
Strong Microsoft 365 and Windows troubleshooting experience.
Experience with Active Directory/Entra ID and endpoint support.
Experience with ITSM/ticketing platforms and ITIL practices.
Strong understanding of SLAs, KPIs, incident management, and escalations.
Proven experience coaching and developing technical support teams.
Excellent communication, customer service, organization, and problem-solving skills.

Responsibilities

Establish, document, and implement policies and procedures for problem identification, documentation, distribution, and correction.
Promote excellent customer service and enforce quality of service guidelines for interactions and support delivery.
Gather and analyze metrics to benchmark workload, identify trends, and devise preventative solutions and process improvements.
Mentor and train Service Desk team to address internal customer needs promptly.
Screen and recruit qualified applicants and participate in interview processes.
Supervise, mentor, and train helpdesk technicians and support analysts; schedule shifts for continuous coverage.
Oversee the ticketing queue, monitor response times, and act as main escalation for complex issues.
Track KPIs and report daily metrics and service trends to IT leadership.
Develop and enforce helpdesk policies, update knowledge bases to reduce recurring incidents.
Provide remote and on-site IT support for a mobile consulting workforce; assess and deploy new tools as needed.