Help Desk Manager

Choate Construction Company • Charlotte, NC

9d • Onsite

About The Position

We are looking for a Help Desk Manager with 5+ years of experience to lead and develop our internal Help Desk team supporting approximately 600 employees across the organization. In this highly visible role, you'll ensure our employees receive fast, professional, and effective technical support while overseeing day-to-day service desk operations, including ticket quality assurance, escalation management, team performance, and continuous process improvement. You'll serve as the primary point of accountability for service desk excellence, partnering closely with the IT Director to shape support processes, staffing strategies, and service standards. If you thrive on mentoring teams, solving complex challenges, and creating exceptional customer experiences through empathy, accountability, and leadership, we'd love to have you help drive the future of IT support within our organization.

Requirements

• 5+ years of IT support experience
• At least 3 years in a Help Desk leadership role
• Experience leading and developing a Help Desk team
• Experience overseeing ticket quality, performance metrics, and service levels
• Experience serving as the primary escalation point for complex technical issues
• Experience conducting one-on-one meetings, performance reviews, and training initiatives
• Experience creating, maintaining, and improving Help Desk processes, standard operating procedures, knowledge base articles, and end-user training resources
• Experience supporting employee onboarding and offboarding activities
• Experience managing hardware asset tracking and procurement
• Experience contributing to IT projects that improved Help Desk operations and organizational effectiveness

Nice To Haves

• Passionate about helping others succeed
• Thrive on mentoring teams
• Thrive on solving complex challenges
• Thrive on creating exceptional customer experiences through empathy, accountability, and leadership

Responsibilities

• Led and developed a Help Desk team, ensuring exceptional support for employees while maintaining adequate coverage during business and after-hours operations.
• Oversaw ticket quality, performance metrics, and service levels, leveraging data and trend analysis to drive continuous improvement and enhance the end-user experience.
• Served as the primary escalation point for complex technical issues, partnering with internal IT teams and external vendors to ensure timely resolution and effective communication.
• Conducted one-on-one meetings, performance reviews, and training initiatives, helping team members grow both technically and professionally.
• Created, maintained, and improved Help Desk processes, standard operating procedures, knowledge base articles, and end-user training resources.
• Supported employee onboarding and offboarding activities, ensuring accounts, equipment, and system access were provisioned accurately and efficiently.
• Managed hardware asset tracking and procurement while contributing to IT projects that improved Help Desk operations and organizational effectiveness.

Benefits

• 100% Employee Owned Company with Employee Stock Ownership Plan (ESOP)
• Medical Coverage Options: Surest, a copay plan, or High Deductible Health Plan with a Health Savings Account
• Dental & Vision Coverage
• Flexible Spending Accounts (Medical & Dependent)
• Basic Life & AD&D Insurance
• 401k Profit Sharing Plan
• Paid Time Off (PTO) Policy
• Parental Leave
• Short-Term & Long-Term Disability
• College Student Debt Reduction Program
• Employee Assistance & Financial Wellness Programs
• Employee Referral Program
• Charitable Contribution Matching ($1,000 per year per employee)
• Stewardship Day (Community Volunteering)
• Safe working environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed