IT Service Desk Manager

Rimkus Consulting Group; Chapel Hill (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Job summary

Rimkus Consulting Group in Chapel Hill, NC is seeking a Service Desk Manager to lead the technical support team for engineers, forensic consultants, and staff across locations. You will oversee daily operations, drive SLA adherence, and provide hands-on escalation management to ensure fast, reliable issue resolution.

The ideal candidate has 7+ years IT experience, 3+ years managing a service desk, strong MS 365/Windows skills, and ITIL/ITSM expertise.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field or equivalent experience.
• 7+ years of progressive IT experience with service desks or IT support.
• 3+ years of leading or managing an IT Service Desk or Help Desk team.

Responsibilities

• Establish, document, and enforce service desk policies and procedures.
• Lead the service desk team to improve response times and customer satisfaction.
• Gather and analyze metrics to benchmark workload, performance and identify trends for improvements.
• Mentor and train the service desk team to address internal customer needs promptly.
• Provide hands-on escalation management for complex technical issues.
• Screen and recruit qualified applicants and participate in interviews.
• Oversee the ticketing queue, monitor response times, and manage daily workloads.

Skills

IT Leadership

Technical Troubleshooting

Customer Service

Team Coaching

SLAs & KPIs

Incident Management

Microsoft 365

Windows OS

Communication

Education

Bachelor’s degree in IT or related field

Tools

Active Directory

Entra ID

Microsoft 365 Admin

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.

• 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.

• 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