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Director Service Desk Jobs in Raleigh, NC (NOW HIRING)

STI

Service Desk Specialist

Raleigh, NC · On-site

The Service Desk uses technical expertise in the Service Delivery of an Information Technology ... Project Management - Ability to lead projects that require directing the work of others and with ...

Duke University

Service Desk Team Lead

Durham, NC

... a direct impact on teaching, learning, and research within the Pratt community. Minimum ... Minimum of 5 years of experience in a service desk or end-user support role in a mixed Windows and ...

Duke University

Service Desk Team Lead

Durham, NC · On-site

... a direct impact on teaching, learning, and research within the Pratt community. Minimum ... Minimum of 5 years of experience in a service desk or end-user support role in a mixed Windows and ...

Wintellisys

Service Desk Technician

Morrisville, NC

Wintellisys, Inc. has joined with a large company in search of a Service Desk Technician. This is a ... Highly self-motivated and directed. * Keen attention to detail. * Proven analytical and problem ...

StoredTech

Service Desk Engineer

Raleigh, NC · On-site

$25/hr

Our Level I Service Desk Engineers work with AI to handle more complex issues - representing a new ... You're not just on the receiving end of that partnership: you'll have direct input into which ...

krg technology inc

Service Desk L2

Cary, NC

... 91355 Direct : 661-367-8000 Ext : 304 Ability to disconnect/reconnect computer workstations ... Working knowledge of Microsoft Active Directory and GPO Strong customer service skills. Strong ...

Leader Communications Inc

Program Manager

Raleigh, NC · On-site

HDI Support Center Director is preferred * Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with: * 10,000 or ...

STI

Active Directory Technical Specialist

Raleigh, NC · On-site

... the Service Desk/Accounts Team. This candidate serves as an advanced level resource with ... Project Management - Ability to lead projects that require directing the work of others and with ...

Leader Communications Inc

Customer Service Agents

Raleigh, NC · On-site

$13.75 - $18.50/hr

Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and ... Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft ...

STI

Desktop Support Specialist

Raleigh, NC · On-site

Provides updates on work progress to Customer Support Specialists and the Service Desk using call ... Project Management - Ability to lead projects that require directing the work of others and with ...

Global Channel Management

Part Time Front Desk

Cary, NC · On-site

$15.25 - $19.50/hr

Demonstrated customer service orientation, with the ability to interact professionally, courteously ... Professionally manage all incoming calls and correspondence; handle routine inquires and direct ...

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Director Service Desk information

See Raleigh, NC salary details

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How much do director service desk jobs pay per hour?

As of Jul 20, 2026, the average hourly pay for director service desk in Raleigh, NC is $35.00, according to ZipRecruiter salary data. Most workers in this role earn between $17.66 and $46.47 per hour, depending on experience, location, and employer.

What are Director Service Desk roles and responsibilities?

A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.

What are some common challenges faced by a Director of Service Desk, and how can they be addressed?

As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.

What is the difference between Director Service Desk vs Service Desk Manager?

AspectDirector Service DeskService Desk Manager
ResponsibilitiesOversees multiple service desk teams, strategic planning, and high-level policy developmentManages daily operations, team supervision, and service delivery
Required CredentialsBachelor's degree, ITIL certification, extensive experience in IT service managementBachelor's degree, ITIL certification, experience in service desk operations
Work EnvironmentSenior leadership setting, strategic meetings, cross-department collaborationOperational environment, team management, customer interaction

The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.

What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?

To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.
What are the most commonly searched types of Service Desk jobs in Raleigh, NC? The most popular types of Service Desk jobs in Raleigh, NC are:
What are popular job titles related to Director Service Desk jobs in Raleigh, NC? For Director Service Desk jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Director Service Desk jobs in Raleigh, NC look for? The top searched job categories for Director Service Desk jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Director Service Desk jobs? Cities near Raleigh, NC with the most Director Service Desk job openings:
Director Service Desk jobs near you
Service Desk Manager

Service Desk Manager

Leader Communications Inc

Raleigh, NC • On-site

Full-time

Posted 9 days ago

Job description

Position Summary

The Service Desk Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions. This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services.

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

  • Oversee the entire program for the contract and all associated teams.
  • Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
  • Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
  • Provide administrative directions to subordinate leads and task managers.
  • Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
  • Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
  • Lead performance oversight of high-volume contact center and service desk operations.
  • Manage risk, contingency planning, surge staffing, and COOP readiness.
  • Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
  • Oversee AI-enabled service enhancements and continuous service improvement initiatives.
  • Leads executive-level operational reviews and performance briefings.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

  • Fifteen (15) years of management experience or equivalent combination of education and experience. Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education.
  • Must have ITIL Certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred
  • Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
  • 10,000 or more users
  • High-volume, multi-channel support operations
  • Formal Tier 1 and Tier 2 escalation processes
  • Strict Service Level Agreement (SLA) performance requirements
  • Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment. Bachelor's degree in the related subject area.
  • FedRAMP cloud environments.
  • Knowledge-Centered Service (KCS)

Skill & Certification Requirements

  • Executive communication
  • Contract governance leadership
  • Risk management
  • Operational analytics
  • Strategic workforce planning
  • Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).
  • Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests
  • Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.
  • Personnel must possess administrative and project management skills.
  • Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs.
  • Skilled with these tools to electronically update project plans and upload documents to our EMS.
  • This position is considered contingent upon award.
  • LCI is an Equal Opportunity Employer/ Veterans/ Disabled

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at hr@lcibest.com.