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

Titan

AI-Native Service Desk Manager

Raleigh, NC · On-site

$95K - $125K/yr

AI-Native Service Desk Manager About the Role We're building a managed service provider where AI agents handle the bulk of frontline IT work, and humans run the system that makes that possible. We're ...

Cynet Systems

Service Desk Lead

Morrisville, NC · On-site

Service Desk Manager Lead and manage service desk operations to deliver high-quality infrastructure support services. Drive service delivery excellence, team performance, and customer satisfaction in ...

Noblesoft Technologies

Lead Service Desk

Morrisville, NC · On-site

Primary responsibilities include managing the quality of infrastructure services and developing and ... The Service Desk Lead is a position with accountability of the technical service desk. The Service ...

VDart

Service Desk Lead

Morrisville, NC · On-site

Primary responsibilities include managing the quality of infrastructure services and developing and ... The Service Desk Lead is a position with accountability of the technical service desk. The Service ...

Yochana

Service desk lead

Morrisville, NC · On-site

Primary responsibilities include managing the quality of infrastructure services and developing and ... The Service Desk Lead is a position with accountability of the technical service desk. The Service ...

Pipe Recruit

Service Desk Consultant/Lead

Raleigh, NC · On-site

Service Desk Management: * Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests. * Implement ITIL best practices for incident, problem, and change ...

Yochana

Service Desk lead

Cary, NC · On-site

* Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices. * Drive onboarding of new mergers and acquisitions (M&A) into provisioning ...

krg technology inc

Service Desk

Cary, NC

Service Desk Duration : Contract Location : Cary, NC Working knowledge of Active Directory, Outlook 2010/2013, MS Exchange Working knowledge of VPN solutions as well as RSA SecurID tokens Strong ...

TEKsystems

Service Desk

Raleigh, NC

$20 - $24/hr

TEKsystems is looking for a Service Desk that will be 100% onsite for one of our great clients here in the Charlotte, NC area. They offer great training, stability, growth and more. See the top ...

Qualys

Manager, Deal Desk, Americas

Raleigh, NC

$125K - $150K/yr

Job Title: Americas Deal Desk Manager Department: Revenue Operations Reports To: Sr. Global Deal Desk Manager We are looking for a motivated Deal Desk Manager to join our team and support the ...

TEKsystems

Service Desk

Raleigh, NC

$20 - $24/hr

TEKsystems is looking for a Service Desk that will be 100% onsite for one of our great clients here in the Charlotte, NC area. They offer great training, stability, growth and more. See the top ...

VDart

Service Desk

Morrisville, NC · On-site

Service Desk L1 with Spanish language Morrisville NC (Onsite) 22/hour Job Purpose * To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards ...

STI

Service Desk Specialist

Raleigh, NC · On-site

Remote work for contractors is at the discretion of management and will be reviewed on an ongoing ... The Service Desk uses technical expertise in the Service Delivery of an Information Technology ...

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All JobsService Desk Manager JobsService Desk Manager Jobs in Raleigh, NC

Service Desk Manager information

See Raleigh, NC salary details

$35.5K

$91.9K

$152.6K

How much do service desk manager jobs pay per year?

As of Jun 23, 2026, the average yearly pay for service desk manager in Raleigh, NC is $91,874.00, according to ZipRecruiter salary data. Most workers in this role earn between $69,000.00 and $109,400.00 per year, depending on experience, location, and employer.

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

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

What are the most common challenges faced by a Service Desk Manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a Service Desk Manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
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 Service Desk Manager jobs in Raleigh, NC? For Service Desk Manager jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Raleigh, NC look for? The top searched job categories for Service Desk Manager jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Service Desk Manager jobs? Cities near Raleigh, NC with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Raleigh, NC as of June 2026, with employment types broken down into 86% Full Time, and 14% Contract. Highlights an 91% In-person, and 9% Remote job distribution, with an average salary of $91,874 per year, or $44.2 per hour.

Service Desk Manager

Leader Communications Inc

Raleigh, NC • On-site

Full-time

Posted 12 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.