Top 40 Service desk manager Jobs in Wake Forest Nc

Service Desk Manager
Leader Communications Inc —Raleigh, NC
- Full-time
- Bachelor's degree
- Recruiting
- SharePoint
Quick Apply
IT Services Administrator
Abrigo —Raleigh, NC
- Extended hours
- Mid-level
- Office
- Windows
- Health savings account
- Health insurance
Agent, CSC
Syntax Systems Ltd. —Durham, NC
- Azure
- Mid-level
- Windows
Quick Apply
Director of Instructional Technology
Longleaf School of the Arts —Raleigh, NC
- Full-time
- School experience
- Google Workspace
- Mid-level
IT Analyst
NV5 —Cary, NC
- Full-time
- Mid-level
- Office
- Trade school
- Health insurance
- Dental insurance
HELP DESK ANALYST
Variety Wholesalers Inc —Henderson, NC
- Rotating shift
- Windows
- High school diploma or GED
- Analysis skills
Quick Apply
End User Support Analyst I
Wake Technical Community College —Raleigh, NC
- $57,204 a year
- Full-time
- Spanish
- Azure
- Research
- Paid holidays
- Disability insurance
7h
SOLUTIONS & SERVICE MANAGER - 40011302
Durham County —Durham, NC
- $90,186 - $153,208 a year
- Weekends as needed
- Background check
- Clean driving record
- Computer Science
HRIS Business Systems Manager, Senior
City of Durham —Durham, NC
- $93,135 - $149,032 a year
- Full-time
- Computer science
- Computer Science
- Research
- Paid holidays
- Disability insurance
Application Analyst -Level 1 or 2 - Optime, Anesthesia, Perioperative Clinical
Duke Health —Durham, NC
- Full-time
- Remote
- Computer Science
- System design
- Mid-level
- Opportunities for advancement
6d
NC Help Desk Support Technician (Field/Onsite)
Volunteers of America Chesapeake and Carolinas —Durham, NC
- $25.50 an hour
- Full-time
- Bilingual
- Computer Science
- Up to 50% travel
Quick Apply
IT Senior Systems Administrator
Rise Capital —Raleigh, NC
- Hybrid work
- Computer Science
- Customer service
- ERP systems
Application Analyst - Ambulatory Solutions
Duke Health —Durham, NC
- Full-time
- System design
- Mid-level
- Bachelor's degree
- Opportunities for advancement
5d
Service Delivery Manager – Unified Communications & Video Conferencing
New Era Technology —Durham, NC
- Remote
- 5 years
- Analysis skills
- Bachelor's degree
Quick Apply
6d
IT Manager
XceedIT, Inc. —Raleigh, NC
- $75,000 - $100,000 a year
- Full-time
- Computer Science
- Windows
- Supervising experience
4d
Program Manager
Leader Communications Inc —Raleigh, NC
- Full-time
- Bachelor's degree
- Recruiting
- SharePoint
Quick Apply
Instructional Support Technician - Field Support Technician
Wake County Public School System —Cary, NC
- Weekends as needed
- Google Workspace
- Mid-level
- Office
Staff Systems Administrator
Raleigh, NC
- Computer Science
- Mid-level
- Bachelor's degree
IT Project Coordinator
UBEO, LLC —Raleigh, NC
- Full-time
- Microsoft Excel
- Azure
- Microsoft Outlook
- Health savings account
- AD&D insurance
IT Analyst
LINDER INDUSTRIAL MACHINERY COMPANY —Raleigh, NC
- Monday to Friday
- Microsoft Outlook
- Mid-level
- Office
Quick Apply
14d

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Service Desk Manager

Leader Communications Inc -
Raleigh, NC

Quick Apply

Job Details

Full-time

Qualifications

Non-technical user support
Version control
Knowledge management
Customer communication
ITIL Certification
Managing teams in a customer support role
Team leadership
Contract performance monitoring
Incident Escalation
Bachelor's degree
Customer support ticket management
Help desk systems
SharePoint
Project contract management
Document change management
Microsoft Project
Call center management
Cloud services
Strategic workforce planning
IT risk management

Full Job Description

Position Summary

The Service Desk Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions. This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services.

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

Oversee the entire program for the contract and all associated teams.
Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
Provide administrative directions to subordinate leads and task managers.
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
Lead performance oversight of high-volume contact center and service desk operations.
Manage risk, contingency planning, surge staffing, and COOP readiness.
Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
Oversee AI-enabled service enhancements and continuous service improvement initiatives.
Leads executive-level operational reviews and performance briefings.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

Fifteen (15) years of management experience or equivalent combination of education and experience. Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education.
Must have ITIL Certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred
Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
10,000 or more users
High-volume, multi-channel support operations
Formal Tier 1 and Tier 2 escalation processes
Strict Service Level Agreement (SLA) performance requirements
Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment. Bachelor's degree in the related subject area.
FedRAMP cloud environments.
Knowledge-Centered Service (KCS)

Skill & Certification Requirements

Executive communication
Contract governance leadership
Risk management
Operational analytics
Strategic workforce planning
Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).
Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests
Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.
Personnel must possess administrative and project management skills.
Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs.
Skilled with these tools to electronically update project plans and upload documents to our EMS.
This position is considered contingent upon award.
LCI is an Equal Opportunity Employer/ Veterans/ Disabled

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at [email protected].

Quick Apply

Refine Your Search

service desk manager jobs in wake forest nc

Service Desk Manager

IT Services Administrator

Agent, CSC

Director of Instructional Technology

IT Analyst

HELP DESK ANALYST

End User Support Analyst I

SOLUTIONS & SERVICE MANAGER - 40011302

HRIS Business Systems Manager, Senior

Application Analyst -Level 1 or 2 - Optime, Anesthesia, Perioperative Clinical

NC Help Desk Support Technician (Field/Onsite)

IT Senior Systems Administrator

Application Analyst - Ambulatory Solutions

Service Delivery Manager – Unified Communications & Video Conferencing

IT Manager

Program Manager

Instructional Support Technician - Field Support Technician

Staff Systems Administrator

IT Project Coordinator

IT Analyst

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