IT Service Desk Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Formulate the service strategy for one or more services within the IT department.

• Assess business requests for service improvements, conducting cost evaluations, standards reviews, and prioritization.

• Contribute to the development of service descriptions and service-level agreements (SLAs) for specific services to be included in the organization’s service catalog.

• Collaborate with technology brokers and vendor managers to identify and assess new technology products relevant to their services.

• Establish, oversee, and evaluate comprehensive Service Desk processes and workflows.

⛳️ Requirements

• An Associate’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or a related field, along with three (3) years of experience in PC software and hardware installation and troubleshooting.

• Solid understanding of TCP/IP fundamentals.

• Proficiency in Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365).

• Knowledge of endpoint security, protection, and best practices, including virus scanning, anti-malware, software security updates, threat detection tools, and security incident response.

• Alternatively, a Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or a similar field, with one (1) year of experience in PC software and hardware installation and troubleshooting.

• Basic understanding of TCP/IP fundamentals.

• Familiarity with Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365).

• Experience in endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response).

• Alternatively, an equivalent combination of education and experience.

• A valid driver’s license is required.

• Residency within North Carolina is mandatory.

• Ability to travel within the catchment area as necessary.

• Preferred: Supervision experience of two (2) or more employees.

• Experience with two (2) or more of the following: Email concepts and troubleshooting.

• Advanced phone skills (call transfers, call forwarding, directory lookups, voicemail, conferencing, call queues, or dial plans).

• Knowledge of video/teleconferencing equipment (Cisco Telepresence).

• Understanding of basic home networking (cable modem, wireless, routers, DSL, WiFi).

• Familiarity with current cell phone technology and device management (Mobile Device Management - MDM).

• Experience with cloud resources (Azure, AWS, private clouds, IAAS, SAAS, PAAS, or IdAAS).

• Knowledge of ITIL V3 standards.

• Familiarity with industry-standard project management principles (PMI/PMP).

• Understanding of IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT).

• Possession of one or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, or Azure.

🏝️ Benefits

• Health Insurance with no premium for employee coverage.

• Flexible Spending Accounts.

• 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year.

• NC Local Government Retirement Pension (defined-benefit plan).

• 401k with 5% employer match and immediate vesting.

• Public Service Loan Forgiveness (PSLF) qualifying employer.

• Quarterly stipend for remote work supplies.