ZipRecruiter

Log In

1

Itsm Jobs in Raleigh, NC (NOW HIRING)

LWC, Inc.

Security Operations L2 Support

Durham, NC · On-site

Troubleshooting L2 incidents and closing incidents on the ITSM tool and updating the KB documentation. * Configuration changes as recommended by the L3 team * Log analysis and management - (move logs ...

LWC, Inc.

Security Operations L2 Support

Durham, NC · On-site

* Troubleshooting L2 incidents and closing incidents on the ITSM tool and updating the KB documentation. * Configuration changes as recommended by the L3 team * Log analysis and management - (move logs ...

CGS Immersive

Desktop Support Specialist

Raleigh, NC · On-site

Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets. * Participate in Priority 1 (major) incident ...

Deloitte

Managed Services Sr. Consultant

Raleigh, NC

Manage and resolve L2/L3 ITSM tickets for regulatory AMS engagements within agreed SLA timelines, using ServiceNow and JIRA for incident tracking and reporting. Execute Incident Management, Problem ...

next page

Showing results 1-20

People also search for

All JobsItsm JobsItsm Jobs in Raleigh, NC

Itsm information

See Raleigh, NC salary details

$31.1K

$73.2K

$127.3K

How much do itsm jobs pay per year?

As of Jun 18, 2026, the average yearly pay for itsm in Raleigh, NC is $73,222.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,000.00 and $95,800.00 per year, depending on experience, location, and employer.

What is ITSM?

ITSM stands for Information Technology Service Management. It refers to the set of policies, processes, and procedures that organizations use to design, deliver, manage, and improve the way IT services are provided to customers. ITSM focuses on aligning IT services with the needs of the business to ensure value delivery and consistent service quality. Popular ITSM frameworks include ITIL (Information Technology Infrastructure Library), which provides best practices for IT service management.

What are the key skills and qualifications needed to thrive as an IT Service Management (ITSM) professional, and why are they important?

To thrive as an IT Service Management (ITSM) professional, you need a solid understanding of ITIL frameworks, service delivery processes, and incident or change management, often backed by a relevant degree or ITIL certification. Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Excellent problem-solving, communication, and customer service skills help you effectively interact with stakeholders and resolve issues. These competencies ensure efficient service operations, high user satisfaction, and alignment of IT services with organizational goals.

How does an ITSM professional typically collaborate with other departments to improve service delivery?

ITSM professionals frequently work cross-functionally, coordinating with teams such as development, operations, and business units to ensure IT services align with organizational needs. They facilitate communication through regular meetings, service reviews, and incident management processes to identify and resolve issues quickly. By acting as a bridge between technical and non-technical teams, ITSM professionals help streamline workflows, minimize downtime, and improve overall service quality. This collaborative approach is essential for maintaining high customer satisfaction and driving continual service improvement.

What is the difference between Itsm vs Service Desk Analyst?

AspectItsmService Desk Analyst
CertificationsITIL, Service Management certificationsITIL, Service Desk certifications often preferred
Work EnvironmentIT service management teams, enterprise IT departmentsHelp desks, support centers, customer service environments
Industry UsageIT service providers, large organizationsIT support, customer service roles across industries
Primary FocusManaging IT services, incident and problem managementHandling user requests, troubleshooting, incident resolution

While both Itsm and Service Desk Analyst roles involve IT support, Itsm refers to the broader IT Service Management framework and processes, whereas a Service Desk Analyst primarily focuses on user support and incident resolution within that framework. The Service Desk Analyst role is often a component of an Itsm strategy, making them closely related but distinct in scope.

What are the most commonly searched types of Itsm jobs in Raleigh, NC? The most popular types of Itsm jobs in Raleigh, NC are:
What are popular job titles related to Itsm jobs in Raleigh, NC? For Itsm jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Itsm jobs in Raleigh, NC look for? The top searched job categories for Itsm jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Itsm jobs? Cities near Raleigh, NC with the most Itsm job openings:
Itsm jobs near you
Infographic showing various Itsm job openings in Raleigh, NC as of June 2026, with employment types broken down into 92% Full Time, 1% Part Time, and 7% Contract. Highlights an 79% Physical, 8% Hybrid, and 13% Remote job distribution, with an average salary of $73,222 per year, or $35.2 per hour.

Customer Service Professional II - macOS

Computer World Services

Morrisville, NC • On-site

Full-time

Posted 12 days ago

Job description

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional II - macOS who is responsible for providing intermediate to advanced technical support for Apple macOS-based systems within an enterprise environment. This role supports end users by troubleshooting hardware, software, and operating system issues, ensuring timely resolution of service requests, and maintaining high levels of customer satisfaction.

The position serves as a Tier 2-3 support resource, handling escalated issues from Tier 1-2 support and contributing to the stability, security, and performance of macOS endpoints.
Key Tasks & Responsibilities

Technical Support & Troubleshooting

  • Provide Tier 2-3 support for macOS desktops, laptops, and peripherals.
  • Diagnose and resolve hardware, software, and macOS operating system issues.
  • Troubleshoot enterprise applications, email systems, and directory services on macOS platforms.
  • Support installation, configuration, and updates of macOS and related applications.
  • Escalate complex issues to Tier 3 or engineering teams when necessary.
  • Support setup, maintenance, and troubleshooting of Apple systems.
  • Assist with imaging, configuration, and deployment of Mac systems.
  • Verify hardware functionality and ensure adherence to organizational standards.
  • Update and maintain asset records in ITSM/ITAM tools (e.g., ServiceNow).
  • Assist with inventory tracking and lifecycle management activities.

Customer Service & End-User Support

  • Deliver support via phone, email, web, and in-person channels.
  • Respond to incidents and service requests in accordance with SLAs.
  • Communicate effectively with users regarding issue status and resolution.
  • Maintain a high level of customer satisfaction through professional service delivery.
  • Document solutions and contribute to macOS knowledge base resources.

Mac Endpoint Support & Management

  • Assist with provisioning, configuration, and deployment of macOS devices.
  • Support device management platforms (e.g., JAMF, Intune, or equivalent).
  • Apply patches, updates, and security configurations to macOS systems.
  • Ensure compliance with organizational policies and security standards.
  • Support integration with enterprise services (e.g., Active Directory, Azure AD).

Service Management & Documentation

  • Document incidents, requests, and resolutions in ITSM systems.
  • Follow established processes for incident, request, and change management.
  • Assist in tracking service metrics such as resolution time and ticket volume.
  • Ensure compliance with IT policies, procedures, and security requirements.

Collaboration & Support

  • Work closely with Help Desk, Windows support teams, MAC teams, and warehouse staff.
  • Assist with deployments, relocations, and refresh initiatives.
  • Provide guidance to Tier 1 support personnel on macOS-related issues.
  • Participate in team meetings, training, and continuous improvement efforts.

Required Skills & Competencies

  • Strong knowledge of macOS operating systems and Apple hardware
  • Experience troubleshooting macOS software and hardware issues
  • Familiarity with enterprise tools and services (e.g., Active Directory, email platforms)
  • Experience with device management tools (e.g., JAMF, Intune)
  • Strong customer service and communication skills
  • Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

  • Experience with ITSM tools (e.g., ServiceNow)
  • Experience in federal or government IT environments

Work Environment

  • Office and/or customer-site environment 
  • May require physical handling of IT equipment and on-site support
Education & Experience

Education

  • Associate or Bachelor's degree in Information Technology, Computer Science, or related field
    (or equivalent experience)

Experience

  • 3-5 years of experience supporting macOS in an enterprise environment
  • Experience with Tier 2-3 troubleshooting and support 
  • Experience with Apple device management tools preferred 
Certifications
  • Apple certifications (e.g., Apple Certified Support Professional - ACSP)
  • JAMF or other MDM certifications
  • ITIL certification preferred.
Security Clearance
  • Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
apply for this job

Apply