IT Service Desk Manager — Hybrid, Customer-Driven Leader

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

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.