IT Service Desk Manager

Rimkus; Chapel Hill (NC); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health Care

Retirement Plan

Life Insurance

PTO

Family Leave

Disability Insurance

Training & Development

Job summary

Rimkus is seeking a Service Desk Manager to lead the technical support team for engineers, forensic consultants, and staff across multiple locations, including Raleigh area. You’ll oversee daily operations, manage SLAs, and provide hands-on escalation for hardware, software, and network issues.

The role emphasizes team leadership, process improvements, metrics analysis, and recruitment. You’ll mentor technicians, monitor KPI trends, and implement self-service resources to reduce recurring

Qualifications

• 7+ years IT experience
• 3+ years leading IT service desk
• Strong Microsoft 365 and Windows troubleshooting
• Experience with Active Directory/Entra ID and endpoint support
• ITIL certification and ITSM experience considered assets

Responsibilities

• Establish, document, and implement service desk policies and procedures.
• Promote excellent customer service and effective response times; enforce QoS standards.
• Gather and analyze metrics to benchmark workload and identify trends; implement improvements.
• Mentor and train the service desk team to address internal needs timely.
• Recruit qualified applicants and participate in interview processes.
• Supervise and schedule shifts to ensure continuous coverage and escalation handling.
• Oversee ticket queue, monitor response times, and act as escalation point for complex issues.
• Report KPIs and service trends to IT leadership.
• Develop and enforce knowledge management and self-service resources.
• Provide hands-on technical support for remote and on-site staff as needed.

Skills

Microsoft 365

Windows troubleshooting

Active Directory

ITSM/ITIL

KPIs & SLAs

Team leadership

Communication

Education

Bachelor's in IT/CS

Tools

ITSM platforms

Entra ID

Remote support tools

Job description

Join Rimkus and unlock your potential with endless opportunities for growth, learning, and making a difference!

Rimkus is a worldwide leader in Engineering and Technical Consulting. Rimkus experts specialize in building envelope, engineering, forensic consulting, dispute resolution, construction management services, and solutions built for the environment.

NOW IS THE TIME to join this growing and stable company!

A Service Desk Manager at Rimkus leads the technical support team to provide responsive, high-quality assistance for engineers, forensic consultants, and corporate staff across multiple locations. The Service Desk Manager oversees daily support operations and manages service level agreements (SLAs). You will ensure that internal users receive fast and reliable resolution for hardware, software, and network issues. This role combines team leadership, process improvement, and hands‑on technical escalation management.

Key Responsibilities:

• Establish, document, and implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Work with the service desk team to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for customer interactions, completing services, and overall customer satisfaction.
• Gather and analyze metrics to benchmark the service desk workload/performance and identify trends required to devise preventative solutions, process improvements, schedules, after hour support, ticket management and call/event escalation.
• Mentor and train Service Desk team to ensure that internal customer needs are addressed in a timely fashion.
• Seek innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework.
• Work to screen and recruit qualified applicants and participate in the interview process.
• Supervise, mentor, and train helpdesk technicians and support analysts. Schedule shifts to guarantee continuous support coverage.
• Oversee the ticketing queue. Monitor response times, assign tasks, and act as the main escalation point for complex technical problems.
• Track key performance indicators (KPIs). Report daily metrics and service trends to IT leadership.
• Develop and enforce helpdesk policies, procedures, and best practices. Update knowledge management tools and self‑service resources to reduce recurring incidents.
• Ensure seamless remote and office IT support for a mobile consulting workforce. Evaluate, recommend, and implement new helpdesk tools or remote-control software. The Service Desk Manager is responsible for providing oversight to both local and remote technicians/analysts on a day-to-day basis, ensuring appropriate support service levels are met and providing hands‑on technical and analytical support resolving service desk tickets as needed.

Requirements

• 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.
• Experience supporting multiple offices or locations is preferred.
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• ITIL certification and Microsoft certifications are considered assets.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development