Service Desk Manager | Hybrid Role, Lead & Develop Team

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

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.