IT Service Desk Manager

Overview

CBC is seeking an experienced IT Service Desk Manager to lead and enhance end-to-end IT user support operations. This role supervises Service Desk staff, drives service excellence, and improves ticket lifecycle and knowledge management processes. The ideal candidate brings hands‑on technical support experience, strong leadership skills, and a solid understanding of Windows environments, IT support tools, and IT support best practices.

IT Service Desk Management:

• Maintain a strong understanding of CBC’s business units and their IT support needs.
• Own the strategy and processes to keep user PCs updated, healthy, and secure.
• Supervise a small team of technicians, balancing daily support operations with user‑impacting projects while meeting deadlines, budgets, and quality standards.
• Mentor technicians on technical skills and best practices; identify skill gaps and coordinate appropriate training.
• Lead regular team stand‑ups, 1:1 meetings, performance reviews, escalation reviews, and incident discussions, documenting outcomes as appropriate.

Customer Support:

• Promote a high standard of customer service, communication, and expectation management across the team.
• Build strong relationships with business stakeholders to align service delivery with their needs.
• Oversee customer satisfaction surveys and follow up on feedback from completed tickets.

Asset Management:

• Guide hardware standards and lifecycle planning to ensure optimal PC performance.
• Own PC inventory, asset tracking, asset tagging, and lifecycle management.
• Manage ordering, warranty repairs, RMAs, and budgeting for PCs and peripherals.
• Assist in the patching of computer hardware and software.

Leadership And Strategy:

• Provide thought leadership and mentorship in infrastructure management and design.
• Engage and influence IT, internal customers, and vendor stakeholders.
• Stay current on industry trends and recommend improvements to tools, processes, and service delivery.
• Adapt effectively to change and navigate ambiguity.

Cross-Functional Collaboration:

• Partner with cybersecurity, IT teams, and company leadership to support cohesive and effective operations.
• Assist in managing incidents and escalations.
• Continuously evaluate and improve team processes and capabilities through training and development initiatives.

• Fluency in spoken and written English with demonstrable ability to write clear and concise documentation without having to rely on AI.
• 4+ years direct experience in IT service desk/IT help desk operations management.
• 4+ years direct experience in employee management and engagement.
• 3+ years direct experience in Windows OS and ecosystem support.
• 2+ years direct experience in IT support tools, Active Directory, Microsoft 365.
• At least an associate’s degree and relevant IT certifications.
• Confidence to facilitate meetings and manage stakeholders effectively.
• Assertiveness to get the data, deliverables, and outcomes required.

• Experience in documentation, process creation, and knowledge management.
• Excellent understanding of IT concepts:
  Windows OS, Mac OS, Linux OS, DNS, email, One Drive, SharePoint, and cybersecurity.
• Experience in automating PC builds, reporting on metrics/KPI, endpoint security.
• Relevant Microsoft certifications.
• Current ITIL certification.

• Capability to present information to audiences of varying sizes.
• Close vision and ability to differentiate colors for documents, tickets, charts, etc.
• Able to occasionally lift 30 pounds and handle computer equipment.

• Navigate an office environment and security doors.
• Operate computers, phones, and conference room equipment.
• Occasional need to navigate datacenter or data closets.
• Occasional project work on holidays/weekends/on call.
• Occasional travel to other CBC sites as necessary.

• Competitive salary based on experience.
• Benefits package including:
• Comprehensive health insurance plan options
• Vision and Dental Insurance
• Company-sponsored life insurance
• Numerous voluntary benefit options – legal plans, pet insurance, discounted home and auto and more!
• 401K with company match
• Generous paid time…