Manager - IT Services Support
SHI International Corporation —Charlotte, NC
- $85,000 - $110,000 a year
- Full-time
- Azure
- PMP
- Office
- Health insurance
- Dental insurance
Customer Support Manager, Petro
AMETEK, Inc. —Fort Mill, SC
- $95,000 - $115,000 a year
- Microsoft Excel
- Microsoft Outlook
- 8 years
Physician (Gastroenterologist)
US Veterans Health Administration —Charlotte, NC
- $350,000 - $400,000 a year
- Online Application
- Background check
- Medicine
- Surgery
- Paid holidays
- Loan repayment program
Business Controller
Atlas Copco Group —Charlotte, NC
- Hybrid work
- Writing skills
- Office
- 3 years
- Disability insurance
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Estimator- Restoration & Construction
ERX —Charlotte, NC
- Full-time
- Hybrid work
- Mid-level
- Office
- Residential
- Disability insurance
- Health insurance
Quick Apply
13d
Engineering Manager
Akona Process Solutions —Monroe, NC
- Full-time
- Background check
- 7 years
- Inventory management
- Health savings account
- AD&D insurance
Quick Apply
Construction Manager
THS NATIONAL LLC —Charlotte, NC
- $90,000 - $100,000 a year
- Clean driving record
- Construction site
- Driver's License
- Health insurance
- Dental insurance
Land Advisor
Enbridge —Gastonia, NC
- $85,000 - $115,000 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- Real Estate License
- Wellness program
- Paid parental leave
13d
Hardware Engineer
Lionel LLC —Concord, NC
- $81,253.55 - $97,853.74 a year
- Full-time
- Microsoft Excel
- 5 years
- Laboratory experience
Quick Apply
Maintenance Planner - Manufacturing
Celgard, LLC —Charlotte, NC
- 8 hour shift
- Clean driving record
- 5 years
- Data analysis skills
- Paid parental leave
- Health savings account
Business Development Representative — Part-Time
LEVEILLE Staffing —Charlotte, NC
- From $13 an hour
- Part-time
- Business development
- Recruiting
- Organizational skills
- Paid training
- Opportunities for advancement
Quick Apply
3d
AV Field Engineer
NET100, LLC —Charlotte, NC
- $38 - $44 an hour
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
Sous Chef / Kitchen Manager
Hawkers Asian Street Food —Charlotte, NC
- $60,000 - $65,000 a year
- Full-time
- Hospitality
- 18 years or older
- Mid-level
- Relocation assistance
- Health insurance
Quick Apply
Associate Attorney- Relocation Required
Parnall Law —Charlotte, NC
- $200,000 - $400,000 a year
- Full-time
- 5 years
- Senior level
- Paid holidays
- Disability insurance
Quick Apply
Internal Audit Manager
Experis —Davidson, NC
- $70 an hour
- Contract
- Hybrid work
- CPA
- 5 years
- Office
Quick Apply
1d
SUPERICA ASSISTANT GENERAL MANAGER – UP TO $85K/yr. + BONUS (South End)
Rocket Farm Restaurants LLC —Charlotte, NC
- $70,000 - $85,000 a year
- Full-time
- Senior level
- Restaurant
- Health insurance
- Dental insurance
7d
Project Manager - Process Pipe
Wayne Brothers Companies —Davidson, NC
- Extended hours
- Construction site
- 5 years
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Dental Hygienist
Indian Land Dental Care —Indian Land, SC
- $38.28 - $48.60 an hour
- Full-time
- CPR Certification
- Dental office
- Current TB test
- Paid holidays
- Health insurance
Quick Apply
Lead Substation Physical Engineer
Leidos —Charlotte, NC
- $107,900 - $195,050 a year
- Full-time
- Hybrid work
- CAD
- Office
- Master's degree
- Flexible schedule
Regional Account Manager - New Business Development (Retail Bakery & Deli)
Gonnella Frozen Products —Charlotte, NC
- $85,000 - $120,000 a year
- Weekends as needed
- Up to 50% travel
- Merchandising
- Mid-level
- Health insurance
- Dental insurance
Quick Apply

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Manager - IT Services Support

SHI International Corporation -
Charlotte, NC

Apply Now

Job Details

Full-time
$85,000 - $110,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

Performance monitoring
Managing technical support teams
Customer relationship building
Managing teams in a customer support role
Coaching
Performance management strategy
Incident Escalation
Managing clients in a customer support role
Team development
Managing engineering teams
IT monitoring tools
Professional development support
Technology management
Team training
Customer support ticket management
Mentoring
Help desk systems
Leading team collaboration initiatives
Technical training
Process improvement planning
Business operations
Cross-functional communication

Full Job Description

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Manager of IT Service Support is a people leader responsible for overseeing the delivery of IT services and support across multiple Managed Service Provider (MSP) clients. This role requires a strategic thinker with a strong technical background, excellent leadership capabilities, and a focus on delivering high-quality service, operational excellence, and customer satisfaction.

This individual will lead a team of Support Engineers, ensuring service level agreements (SLAs) are consistently met, tickets are effectively triaged and resolved, and customer expectations are properly managed. The Manager will drive efficiency, accountability, and continuous improvement across service desk operations.

Role Description

Oversee day-to-day IT service support operations, ensuring high-quality service delivery, effective queue management, and SLA adherence
Manage ticket lifecycle processes including intake, triage, prioritization, routing, backlog control, and workload balancing across MSP clients
Lead, coach, and develop a team of Support Engineers at varying levels, fostering accountability, growth, and continuous improvement
Establish and monitor key performance metrics (e.g., first response time, resolution time, MTTR, backlog, reopen rate, escalation rate, CSAT, service quality)
Enforce ticket documentation standards including time entry accuracy, categorization, prioritization, escalation notes, and closure summaries
Act as an escalation point for critical issues, major incidents, and customer-impacting outages, coordinating resolution across stakeholders
Ensure alignment of support activities with customer contracts, statements of work, service catalogs, and defined support boundaries
Manage staffing schedules, shift coverage, PTO planning, and resource allocation to maintain consistent service delivery
Collaborate with engineering, service delivery, and account management teams to align support operations with business and client needs
Contribute to strategic planning and drive the standardization and continuous improvement of IT support services
Identify and implement process improvements, knowledge base enhancements, automation opportunities, and recurring issue reduction initiatives
Ensure ongoing training and skill development of the team in alignment with MSP technologies and client environments

Behaviors and Competencies

Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
Business Acumen: Can develop and execute business plans to drive growth and profitability.
Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs.
Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.
Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

Skill Level Requirements

Proven experience leading IT service support, service desk, or MSP teams
Strong knowledge of IT service management (ITSM) principles and service desk operations
Hands-on experience with ITSM, PSA, RMM, monitoring, and escalation tools
Deep understanding of SLA management, ticket lifecycle ownership, and escalation workflows
Strong problem-solving and decision-making skills in fast-paced, multi-client environments
Experience managing client relationships and setting expectations around service scope and delivery
Excellent communication skills, with the ability to translate technical concepts to business audiences
Demonstrated ability to lead service improvement initiatives and operational enhancements
Experience coaching and developing technical teams through performance management, feedback, and training

Preferred:

ITIL, PMP, or other relevant professional certifications
Experience with cloud technologies (e.g., Microsoft 365, Azure), endpoint management, identity platforms, and modern infrastructure
Proven success building and leading high-performing support teams in MSP or multi-client environments
Experience with IT support financial management, including budgeting and cost tracking
Track record of leading major incident management, service reviews, and customer-facing improvement initiatives
Familiarity with security-focused service desk processes (e.g., identity verification, MFA resets, access management, phishing escalation, audit-compliant documentation)

Other Requirements

Ability to work in a hybrid environment with a minimum of 3 days per week in the Charlotte, NC office
Strong organizational skills with the ability to manage multiple priorities and stakeholders simultaneously
Commitment to delivering exceptional customer experience and maintaining high service quality standards

The estimated annual pay range for this position is $85,000 - $110,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

Apply Now

Refine Your Search

manager it services support jobs in charlotte nc

Manager - IT Services Support

Customer Support Manager, Petro

Physician (Gastroenterologist)

Business Controller

Estimator- Restoration & Construction

Engineering Manager

Construction Manager

Land Advisor

Hardware Engineer

Maintenance Planner - Manufacturing

Business Development Representative — Part-Time

AV Field Engineer

Sous Chef / Kitchen Manager

Associate Attorney- Relocation Required

Internal Audit Manager

SUPERICA ASSISTANT GENERAL MANAGER – UP TO $85K/yr. + BONUS (South End)

Project Manager - Process Pipe

Dental Hygienist

Lead Substation Physical Engineer

Regional Account Manager - New Business Development (Retail Bakery & Deli)

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