Service Desk Manager

Greensboro, NC or Raleigh, NC (Onsite across both locations) – Full-time

About the role

ThinkTech 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 work.

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

Qualifications

We’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 client
• Creates accountability while maintaining trust and engagement
• Takes pride in building a high-performing team, not just solving technical problems

Requirements

• 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

Skills

Bonus Points For:

• MSP experience
• ConnectWise experience

Work Environment

• Hybrid 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 development

Pay

Base salary: $60,000 to $80,000

Eligible for profit sharing

Benefits

• 16 hours of paid volunteer time each year to support causes that matter to you