IT Services Manager

Description

The IT Services Manager in The Roman Catholic Diocese of Charlotte is responsible for leading and optimizing day-to-day IT operations in support of The Diocese of Charlotte’s central administration, churches, schools, and affiliated ministries, ensuring reliable end‑user support, and enabling technical capability across infrastructure and cloud services. This role serves as the primary bridge between Tier 1–2 helpdesk operations and Tier 3 technical staff, ensuring reliable, secure, and mission‑aligned technology services.

This position combines people leadership and technical expertise to ensure high service and operations quality.

• Provide hands‑on support and guidance for Tier 3 infrastructure issues, identity management (Azure/Entra), SaaS admin, and endpoint support.
• Partner with the organization’s Tier 3 Administrators to coordinate deployments, mitigate major incidents, and perform technology upgrades.
• Contribute to onboarding and training processes for new employees (applications, accounts, access).
• Administer identity governance (Azure/Entra ), audit security group access, and ensure least‑privilege access.
• Enforce security standards for endpoints, SaaS platforms, and user access.

• Act as the bridge between helpdesk staff, Tier 3 Administrators, the church, school, and Central Administration stakeholders.
• Promote a team culture focused on service excellence, accountability, and continuous improvement.
• Coordinate with cross‑functional partners on project execution and change initiatives.

• Lead and manage IT support delivery through the helpdesk ticketing system; optimize workflows, escalations, and SLAs.
• Supervise and develop helpdesk staff; set performance goals and conduct regular coaching.
• Ensure efficient incident, request, problem, and change management practices.
• Maintain accurate reports on ticket volume, backlog, response/resolve times, and trend analysis.

• Review and enhance helpdesk automations, workflows, knowledge base, and documentation.
• Standardize processes for onboarding, offboarding, escalation paths, and recurring service tasks.
• Ensure asset and configuration management remains accurate and operationally useful.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
  • Equivalent professional experience may be considered in lieu of a degree

• 5+ years of progressive IT experience, including at least 2 years in a supervisory or people‑management role
• Demonstrated experience managing an IT helpdesk or service desk environment
• Experience with Autotask or similar professional services automation and/or IT service management tools
• Hands‑on experience with:
  • Microsoft Azure and Entra
  • User account management using group‑based roles
  • Technical documentation and report writing

• Microsoft certifications (e.g., Azure Administrator Associate, Identity and Access Administrator)
• CompTIA Security+, Network+, or similar credentials are a plus