Service Desk Manager

ThinkTech Advisors; Greensboro (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Profit sharing

Volunteer time off

Job summary

ThinkTech Advisors in Greensboro or Raleigh, NC is seeking a Service Desk Manager to lead one of the largest teams in the company and directly impact employee engagement, client experience, and service performance. This role emphasizes developing people, improving processes, and using data to make better decisions.

While technical knowledge helps, success comes from understanding what drives team performance and building a culture where people can do their best work.

Qualifications

• 3+ years of experience leading a Service Desk, Service Delivery, or IT Support team in a client-facing environment
• Experience directly managing and developing employees
• Experience managing service performance metrics and SLAs
• Experience using operational reporting to identify trends and drive improvements
• Experience working within a PSA or ticketing environment
• Strong understanding of IT service delivery processes and support operations

Responsibilities

• Lead and develop the Service Desk team
• Monitor service performance, SLAs, workload trends, and team productivity
• Analyze service metrics and identify improvement opportunities
• Drive process improvements that improve efficiency and service quality
• Partner with Sales and other teams to address client concerns and improve customer experience
• Manage staffing, workload planning, and resource allocation

Skills

Team leadership

Performance analytics

Client service orientation

Staff development

IT service delivery

Tools

PSA systems

Ticketing systems

Job description

Greensboro, NC or Raleigh, NC (Onsite across both locations)

Full-time

ThinkTech is a Managed IT Services Provider helping businesses operate more securely, efficiently, and confidently through technology.

We're looking for a Service Desk Manager to lead one of the largest teams in the company and make a direct impact on employee engagement, client experience, and service performance.

This role is ideal for a leader who enjoys developing people, improving processes, and using data to make better decisions. While technical knowledge is important, success in this role comes from understanding what drives team performance, recognizing patterns before they become problems, and building a culture where people can do their best work

What You'll Do

• Lead and develop the Service Desk team
• Monitor service performance, SLAs, workload trends, and team productivity
• Analyze service metrics and identify improvement opportunities
• Drive process improvements that improve efficiency and service quality
• Partner with Sales and other teams to address client concerns and improve customer experience
• Manage staffing, workload planning, and resource allocation

Who We're Looking For

We're looking for a leader who:

• Uses service metrics to understand problems before proposing solutions
• Looks for patterns and root causes rather than reacting to symptoms
• Knows their team well enough to recognize who is thriving, struggling, or ready for more responsibility
• Invests in coaching, employee development, and building team capability
• Can challenge ideas, participate in healthy debate, and support decisions once they are made
• Builds strong relationships across departments and can navigate competing priorities without losing focus on the team or the client
• Creates accountability while maintaining trust and engagement
• Takes pride in building a high-performing team, not just solving technical problems

What We're Looking For

Required:

• 3+ years of experience leading a Service Desk, Service Delivery, or IT Support team in a client-facing environment
• Experience directly managing and developing employees
• Experience managing service performance metrics and SLAs
• Experience using operational reporting to identify trends and drive improvements
• Experience working within a PSA or ticketing environment
• Strong understanding of IT service delivery processes and support operations

Bonus Points For:

• MSP experience
• Hybrid work environment based out of our Raleigh or Greensboro office
• Candidates should expect to work regularly from both office locations and travel between Raleigh and Greensboro approximately 1-2 times per week
• Occasional client and internal meetings as needed to support service delivery and team development

Compensation

• Base salary: $60,000 to $80,000
• Eligible for profit sharing

Why ThinkTech?

This role offers the opportunity to lead one of the largest teams in our organization and directly influence employee engagement, service performance, and client experience. We're looking for someone who wants to develop people, improve operations, and leave a lasting impact on how service is delivered across the business.

Plus, you'll receive 16 hours of paid volunteer time each year to support causes that matter to you.

Equal Opportunity Employer

ThinkTech is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, natural hair or hairstyles, ethnicity, creed, color, sex, pregnancy, marital or familial status, sexual orientation, gender identity or expression, national origin or ancestry, veteran status, religion, age, disability, genetic information, or any other protected status.

Reasonable accommodations are available for applicants with disabilities or sincerely held religious beliefs.