Service Desk Manager — 24/7 IT Support Leader

Duke Clinical Research Institute; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Duke Health is seeking a Service Desk Manager to oversee the 24/7 DHTS Service Desk Team and liaise with Duke Health IT leadership. You will provide technical and strategic guidance, manage daily staff activities, and drive customer satisfaction across approximately 60,000 users.

Ideal candidates have 3–4 years of progressive technical experience and 2–4 years of project management or supervisory work, with strong communication and leadership skills.

Qualifications

• BA/BS degree or equivalent training or experience.
• 3–4 years of progressive technical experience.
• 2–4 years of project management/team leadership experience.
• 3–5 years of related customer support.
• Health profession and/or Duke experience preferred.

Responsibilities

• Manage projects and tasks for a team of analysts in support of the above role.
• Provide technical and strategic leadership to the team.
• Work with the management team to develop a strategic vision.
• Manage day-to-day operational staff activities and all Customer Support functions.
• Monitor staff progress, report status and metrics.
• Lead personnel management functions including hiring and performance reviews.

Skills

Leadership

Customer service management

Team leadership

Communication

Time management

Education

BA/BS degree or equivalent

BA/BS degree in related technical discipline

Tools

ServiceNow

Job description

Duke Health is seeking a Service Desk Manager to oversee the 24/7 DHTS Service Desk Team and liaise with Duke Health IT leadership. You will provide technical and strategic guidance, manage daily staff activities, and drive customer satisfaction across approximately 60,000 users.

Ideal candidates have 3–4 years of progressive technical experience and 2–4 years of project management or supervisory work, with strong communication and leadership skills.