User Support Manager

SCN BestCo • Mooresville, NC

37d

About The Position

The User Support Manager is responsible for leading and managing information technology (IT) Service Desk operations, ensuring exceptional technical support delivery to end users across the organization. This role provides team management and operational oversight of all service desk activities including incident management, service requests, and technical support services. The User Support Manager establishes service standards, drives continuous improvement initiatives, and ensures alignment with IT service management best practices and organizational objectives.

Requirements

• Bachelor's degree in information technology, computer science, or related field, or equivalent work experience.
• 6 years’ experience in IT technical support or service desk operations.
• 3 years’ demonstrated leadership and/or supervisory experience.
• Proven experience implementing and managing ITIL service management frameworks.
• Expert knowledge of IT service management tools and ticketing systems (e.g., FreshService).
• Strong understanding of Windows operating systems, Microsoft 365, and enterprise applications.
• Knowledge of network fundamentals, Active Directory, and cloud services (Azure, AWS).
• Experience with remote support tools and desktop management solutions.
• Proficiency in reporting tools and data analysis for performance metrics.
• Excellent leadership, customer service, and influencing skills. Ability to build and maintain effective relationships at all levels.
• Ability to prioritize tasks, utilize time efficiently, and multi-task in an ever changing, fast-paced environment.
• Able to adapt to changing procedures and environment.
• Displays professionalism and sound judgement in all situations.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have the ability to communicate effectively, both verbally and in writing, with internal staff and management. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Must be able to demonstrate practical problem solving and trouble shooting skills. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Nice To Haves

• ITIL Foundation certification (v3 or v4) or higher.
• Industry certifications such as HDI Support Center Manager, CompTIA A+, or Microsoft certifications.
• Experience with FreshService implementation and administration.

Responsibilities

• Foster a customer-centric culture focused on service excellence and continuous improvement.
• Oversee daily service desk operations ensuring timely resolution of incidents and service requests.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Implement and maintain IT infrastructure library (ITIL) service management processes and best practices.
• Manage escalation procedures and serve as point of escalation for complex technical issues.
• Ensure proper documentation of processes, procedures, and knowledge base articles.
• Coordinate with other IT teams to resolve cross-functional technical issues.
• Execute strategic plans for service desk improvements and technology adoption.
• Analyze service desk metrics and trends to identify improvement opportunities.
• Lead continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Evaluate and implement service desk tools, technologies, and automation solutions.
• Develop and manage service desk budget and resource planning.
• Serve as primary liaison between service desk and business stakeholders.
• Prepare and present regular reports on service desk performance to IT leadership.
• Manage customer expectations and communicate service disruptions effectively.
• Conduct regular service reviews with key stakeholders and business units.
• Oversee, provision, deploy, and manage inventory of IT-issued devices and equipment (PCs, mobile phones, tablets) in accordance with company policies and best practices.
• Provide advanced end user support and resolve issues related to various IT systems.
• Lead, mentor, and develop a team of user support professionals
• Direct or indirect supervision of multiple employees to include hiring and training new staff.
• Recruit, onboard, and train new service desk team members
• Ensure the safety and quality standards expected of all SCN BestCo staff are met.
• Manage team scheduling, workload distribution, and resource allocation to ensure adequate coverage
• Plan organizational structure, position content, and staffing levels.
• Organize and assign projects to IT staff based on current company strategic plans.
• Manage performance, conduct performance reviews, reward, and administer corrective action in accordance with company policy.
• Lead and motivate the team, providing guidance and support to ensure their professional development and success.
• Act as a mentor and role model, inspiring the team to achieve their full potential.
• Address complaints and resolve problems within the User Support team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager