Service Desk Manager

Job Description

Job Description

Greensboro, NC or Raleigh, NC (Hybrid) Full-timeThinkTech 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 workWhat You'll DoLead and develop the Service Desk team Monitor service performance, SLAs, workload trends, and team productivityAnalyze service metrics and identify improvement opportunitiesDrive process improvements that improve efficiency and service qualityPartner with Sales and other teams to address client concerns and improve customer experienceManage staffing, workload planning, and resource allocation Who We're Looking ForWe'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 clientCreates accountability while maintaining trust and engagement Takes pride in building a high-performing team, not just solving technical problemsWhat We're Looking ForRequired:3+ years of experience leading a Service Desk, Service Delivery, or IT Support team in a client-facing environmentExperience directly managing and developing employees Experience managing service performance metrics and SLAs Experience using operational reporting to identify trends and drive improvementsExperience working within a PSA or ticketing environment Strong understanding of IT service delivery processes and support operationsBonus Points For:MSP experienceConnectWise experienceWork EnvironmentHybrid 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 developmentCompensationBase salary: $60,000 to $80,000Eligible for profit sharingWhy 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 EmployerThinkTech 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.Employment with ThinkTech is at-will.