IT Service Desk Manager

Capitol Broadcasting Company Inc • Raleigh, NC

1d

About The Position

CBC is seeking an experienced IT Service Desk Manager to lead and enhance end-to-end IT user support operations. This role supervises Service Desk staff, drives service excellence, and improves ticket lifecycle and knowledge management processes. The ideal candidate brings hands-on technical support experience, strong leadership skills, and a solid understanding of Windows environments, IT support tools, and IT support best practices.

This position requires a proactive, hands-on leader who can strengthen service delivery, improve the user experience, and improve accountability through metrics. Strong communication, critical thinking, and problem-solving skills are essential. This is an experienced technical supervisor role.

Requirements

• Fluency in spoken and written English with demonstrable ability to write clear and concise documentation withouthaving to rely onAI.
• 4+ years'directexperience inITservice desk/IThelp deskoperationsmanagement.
• 4+ years'directexperiencein employee management andengagement.
• 3+ years’directexperience inWindows OS and ecosystem support.
• 2+ years’directexperience inIT support tools, Active Directory, Microsoft 365.
• At least anassociate’sdegreeand relevantITcertifications.
• Confidence tofacilitatemeetings and manage stakeholders effectively.
• Assertiveness to get the data, deliverables, andoutcomesrequired.

Nice To Haves

• Experience in documentation, process creation, and knowledge management.
• Excellent understanding of IT concepts:Windows OS,Mac OS, Linux OS,DNS,email,OneDrive,SharePoint, andcybersecurity.
• Experienceinautomating PC builds, reporting on metrics/KPI, endpointsecurity.
• Relevant Microsoftcertifications.
• Current ITIL certification.

Responsibilities

• Maintain a strong understanding of CBC’s business units and their IT support needs.
• Own the strategy and processes to keep user PCs updated, healthy, and secure.
• Supervise a small team of technicians, balancing daily support operations with user-impacting projects while meeting deadlines, budgets, and quality standards.
• Mentor technicians on technical skills and best practices;identifyskill gaps and coordinateappropriate training.
• Lead regular team stand-ups, 1:1 meetings, performance reviews, escalation reviews, and incident discussions, documenting outcomes asappropriate.
• Promote a high standard of customer service, communication, and expectation management across the team.
• Build strong relationships with business stakeholders to align service delivery with their needs.
• Oversee customer satisfaction surveys and follow up on feedback from completed tickets.
• Guide hardware standards and lifecycle planning to ensureoptimalPC performance.
• Own PC inventory, asset tracking,asset tagging,and lifecycle management.
• Manage ordering, warranty repairs, RMAs, and budgeting for PCs and peripherals.
• Assistin the patching of computer hardware and software.
• Provide thought leadership and mentorship in infrastructure management and design.
• Engage and influence IT, internal customers, and vendor stakeholders.
• Stay current on industry trends and recommend improvements to tools, processes, and service delivery.
• Adapt effectively to change and navigate ambiguity.
• Partner with cybersecurity, IT teams, and company leadership to support cohesive and effective operations.
• Assistin managing incidents and escalations.
• Continuously evaluate and improve team processes and capabilities through training and development initiatives.

Benefits

• Competitive salary based on experience.
• Comprehensive health insuranceplan options
• Vision and Dental Insurance
• Company sponsored life insurance
• Numerous voluntary benefit options – legal plans, pet insurance, discountedhomeandautoand more!
• 401K with company match
• Generous paid time off
• 9 paid company holidays
• Opportunities for professional development and career growth.
• Dynamic and inclusive work environment with a supportive team culture.
• Exciting projects and growth opportunities within a leading organization.
• Opportunities to attend free local events, such as sporting events, concerts, shows, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree