IT Service Desk Manager: Lead, Optimize & Elevate Support

Rimkus-; Chapel Hill (NC); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health care plan

Retirement plan

Life insurance

Paid time off

Family leave

Disability

Training & Development

Job summary

Rimkus, a worldwide leader in Engineering and Technical Consulting, seeks a Service Desk Manager to lead the IT support team across multiple locations. You will oversee daily operations, ensure fast resolutions for hardware, software, and network issues, and manage SLAs with a focus on customer satisfaction.

Join Rimkus to guide process improvements, mentor staff, and deliver hands-on escalation management.

Qualifications

• 7+ years of progressive IT experience.
• 3+ years managing an IT Service Desk.
• 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.
• Experience supporting multiple offices or locations preferred.
• Bachelor’s degree in IT or related field, or equivalent experience.
• ITIL and Microsoft certifications are assets.

Responsibilities

• Establish, document, and implement policies and procedures regarding problem management and resolution.
• Promote excellent customer service and enforce quality of service guidelines.
• Gather and analyze metrics to benchmark workload and identify trends for improvements.
• Mentor and train Service Desk team to address internal needs timely.
• Seek innovative solutions to complex technical/business problems.
• Screen and recruit qualified applicants and participate in interviews.
• Supervise, mentor, and train helpdesk technicians and support analysts.
• Oversee the ticketing queue, monitor responses, and escalate complex issues.
• Develop and enforce helpdesk policies and update knowledge resources.
• Provide remote and on-site IT support for a mobile consulting workforce.

Skills

IT leadership

Microsoft 365

Windows troubleshooting

Active Directory/Entra ID

ITIL/ITSM

SLA/KPI management

Team coaching

Multi-office support

Education

Bachelor’s degree in IT, CS, or related field

Job description

Rimkus, a worldwide leader in Engineering and Technical Consulting, seeks a Service Desk Manager to lead the IT support team across multiple locations. You will oversee daily operations, ensure fast resolutions for hardware, software, and network issues, and manage SLAs with a focus on customer satisfaction.

Join Rimkus to guide process improvements, mentor staff, and deliver hands-on escalation management.