IT Support Manager — Lead Hybrid Help Desk & ITSM

RSM Solutions, Inc; Raleigh (NC); Hybrid; USD 85,000 - 120,000; Full time

Job summary

RSM Solutions, Inc. is seeking an IT Support Manager to lead a team of help desk technicians, manage daily operations, and uphold service quality for a North American enterprise using Prophet 21, M365, MDM, AD, and related tools.

You will drive ITSM maturity, coordinate with Infrastructure and Business Applications, and develop documentation to improve incident response and customer satisfaction. Hybrid work with one remote day weekly is possible.

Qualifications

• Minimum 7–8 years in Sys/Net Admin or Tier 2/3 Help Desk roles.
• At least 4 years ITSM experience with ITIL practices.
• Proficiency with M365 administration and troubleshooting, AD, IAM, and IAM tooling.
• Extensive experience with Prophet 21 and ITSM/ticketing systems.

Responsibilities

• Lead, coach, and develop a team of 4–6+ IT Support professionals.
• Manage daily help desk operations, ticket queues, escalations, and metrics.
• Champion ITSM best practices including Incident, Request, Problem, Change.
• Act as primary escalation point for complex end-user issues.
• Collaborate with Infrastructure, Security, and Business Applications teams.
• Manage relationships with third-party IT vendors/ MSPs.
• Develop support documentation and SOPs.
• Support North American branch offices and remote employees.

Skills

Sys Admin

Network Admin

Help Desk

ITSM

ITIL

M365 Administration

AD Troubleshooting

IAM Troubleshooting

MDM Troubleshooting

Prophet 21

Tools

SN/FreshDesk ticketing

RMM Tools

Enterprise Password Managers

Workstation Lifecycle Management

Job description

RSM Solutions, Inc. is seeking an IT Support Manager to lead a team of help desk technicians, manage daily operations, and uphold service quality for a North American enterprise using Prophet 21, M365, MDM, AD, and related tools.

You will drive ITSM maturity, coordinate with Infrastructure and Business Applications, and develop documentation to improve incident response and customer satisfaction. Hybrid work with one remote day weekly is possible.