IT Service Desk Manager - Onsite Charlotte NC

Blue Mantis

10d•Onsite

About The Position

The IT Service Desk Manager is responsible for leading and overseeing all end-user support services across Tepper Sports & Entertainment. This role manages the day-to-day operations of the helpdesk function and provides direct leadership to support engineers, ensuring high-quality, timely, and customer-focused IT support for corporate staff, venue operations, and event-driven environments.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
5+ years of experience in IT support roles, with at least 2 years in a supervisory or managerial capacity.
Hands-on experience supporting Windows and macOS environments, M365, identity and access management, endpoint management, and common enterprise applications.
Experience managing helpdesk or ITSM platforms and support workflows.

Nice To Haves

Familiarity with ITIL or other service management frameworks preferred.
Experience supporting large venues, events, or dynamic operational environments is a plus.
Strong leadership and people management skills with a focus on accountability and service excellence
Deep understanding of end-user support operations and IT service management principles
Ability to operate effectively in fast-paced, high-visibility environments
Excellent communication skills with both technical and non-technical users
Data-driven mindset with the ability to use metrics to improve service delivery

Responsibilities

Oversees daily helpdesk operations, ensuring consistent, high-quality technical support across all client site locations and events.
Directly manages and develops a team of support engineers, including task assignment, performance management, coaching, and professional development.
Establishes and enforces service standards, SLAs, and support workflows to ensure timely issue resolution.
Acts as the escalation point for complex or high-impact incidents, coordinating resolution across infrastructure, network, cybersecurity, and application teams as needed.
Partners with Technology leadership to align helpdesk services with business priorities and operational needs.
Manages ticketing systems, support queues, and reporting to track performance, trends, and areas for improvement.
Drives continuous improvement of helpdesk processes, documentation, and knowledge bases.
Coordinates support coverage for high-profile events, game days, and off-hours operations.
Collaborates with vendors and managed service providers supporting end-user technologies.
Ensures adherence to security policies, access controls, and data protection standards within support operations.
Communicates effectively with stakeholders to set expectations and provide visibility into support performance.
Oversees end-user asset management, ensuring accurate inventory tracking for laptops, desktops, peripherals, and mobile devices.
Owns device lifecycle management, including forecasting hardware refresh cycles and replacement needs based on age, performance, and business requirements.
Partners with Finance and Technology leadership to plan and forecast hardware spend for employee equipment.
Manages hardware procurement for employee devices, including vendor coordination, ordering, receiving, and deployment.
Establishes and maintains standard device configurations to improve supportability, security, and cost efficiency.
Ensures proper asset assignment, recovery, and disposal in alignment with security and compliance requirements.
Maintains asset documentation and reporting to support audits, budgeting, and operational planning.