Service Desk Manager

Service Desk Manager

Company:
North Carolina State University

Job Location:

Category:
IT Manager/Director

Type:
Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Location: Raleigh NC

Essential Job Duties:
Are you a problem-solver at heart who loves leading people, improving systems, and delivering exceptional technology support? The College of Sciences is seeking a dynamic and experienced Service Desk Manager who thrives in a collaborative academic environment and is excited to shape the future of IT services. This role offers the opportunity to lead a dedicated team, influence strategic IT decisions, and make a meaningful impact across the College-supporting world-class teaching, research, and innovation.

As the Service Desk Manager, you'll lead a team of talented employees and student workers who handle ticket intake, walk-in support, and first-line troubleshooting for the College. This isn't just a management role; it's a chance to bring your technical expertise, creativity, and leadership to an environment that values both innovation and service excellence.

Responsibilities Include:

Service Desk Management

• Oversee the College's primary customer-facing IT support operation
• Ensure timely resolution of tickets, calls, and walk-ins
• Mentor, coach, and manage full-time staff, student employees, and contractors
• Develop ITSM best practices, SOPs, workflows, and knowledge base content
• Build dashboards, KPIs, and processes that help us meet SLAs and spot trends
• Configure and enhance ServiceNow workflows for the Sciences IT organization
• Provide hands-on support when needed across hardware, software, and networking

Technology Solutions and Support

• Partner with Sciences IT teams to develop tools and systems for endpoint lifecycle management (inventory, OS deployment, software installation, workstation setup, etc.)
• Support Windows, macOS, and iOS environments across the College
• Collaborate with campus IT organizations on projects and technical solutions
• Serve as the College's subject matter expert for Google Workspace and other enterprise tools
• Lead major technical initiatives, including transitions, upgrades, re-engineering efforts, and vendor partnerships
• Explore emerging technologies through engagement with regional and national IT organizations

Leadership

• Act as the College's expert in IT Service Management
• Advise the Director of IT on operational and strategic decisions
• Contribute to IT strategy, portfolio management, and organizational planning
• Collaborate with Sciences leadership to ensure IT services align with College priorities
• Participate in budget/resource planning and represent Sciences IT on campus committees
• Lead team meetings and act as an escalation point in the Director's absence

You are an ideal candidate if you:

• Combine strong technical ability with leadership and communication skills
• Understand best practices in IT Service Management (ITIL or similar)
• Enjoy developing people, improving processes, and creating scalable solutions
• Are energized by collaboration and want to be part of a team that values innovation
• Can balance hands-on support with strategic planning

Other Work/Responsibilities:

• Position supervises temporary student workers
• Other duties as assigned by the supervisor

Minimum Experience/Education:

• Master's degree or Bachelor's degree with 0-2 years of relevant experience or an equivalent combination of education, training, and relevant experience.
• For management-level roles, include 1-2 years of supervisory experience with the above requirements.

Required Qualifications:

• Excellent communication skills and customer service-oriented
• Works well in a collaborative team environment and is comfortable working under pressure
• Experience using ITIL-based service management processes to deliver support (e.g., incident management, service request management, knowledge management).
• Experience with installation or repair of internal and external computer hardware components (e.g. storage drive, ram modules, power supply units)
• Knowledge of enterprise-level network fundamentals and hardware (e.g. cables, hubs, vlan, wlan, ping, dhcp)
• Basic understanding of data classifications and familiarity for secure handling of sensitive data
• Experience with Windows, Mac, and iPad configuration and technical support
• Experience with Active Directory, SCCM/MECM, and Jamf, Apple School Manager
• Experience with ServiceNow or other IT Ticketing System
• Experience developing communications and documentation for use by end users and technical staff
• Servicedesk Team Management

Preferred Qualifications:

• Applied Project and Change Management skills
• Experience supporting IT in Higher Ed

Required License or Certification:
N/A

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