Service Desk Manager

Posting Details

Posting Information

Posting Number
PG194569EP

Internal Recruitment
No

Working Title
Service Desk Manager

Anticipated Hiring Range
Commensurate upon education and experience

Work Schedule
Monday-Friday, 8am - 5pm, Flexible work arrangements, including virtual/hybrid work locations, may be available.

Job Location
Raleigh NC

Department
College of Sciences - Dean

About the Department

The College of Sciences brings together the mathematical, physical, and biological sciences in a research-intensive environment that simultaneously values excellence in teaching and a strong community engagement. Sciences IT is a growing unit that provides innovative IT solutions, responsive and forward-looking support, and creative applications of technology to support the research, teaching, administrative, and outreach functions of the College of Sciences. While working in this unit, you will be expected to foster a supportive and welcoming environment.

NC State promotes an integrated approach to problem solving that transforms lives and provides leadership for social, economic, and technological development across North Carolina and around the world. NC State's land grant mission of teaching, research and service is dedicated to the service of North Carolina and its people. Applicants are encouraged to review the institution's mission, vision, and strategic plan, and consider how their background, interest, and experience would enable them to support the university.

Wolfpack Perks and Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Propositionand learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

Essential Job Duties

Are you a problem-solver at heart who loves leading people, improving systems, and delivering exceptional technology support? The College of Sciences is seeking a dynamic and experienced Service Desk Manager who thrives in a collaborative academic environment and is excited to shape the future of IT services. This role offers the opportunity to lead a dedicated team, influence strategic IT decisions, and make a meaningful impact across the College-supporting world-class teaching, research, and innovation.

As the Service Desk Manager, you'll lead a team of talented employees and student workers who handle ticket intake, walk-in support, and first-line troubleshooting for the College. This isn't just a management role; it's a chance to bring your technical expertise, creativity, and leadership to an environment that values both innovation and service excellence.

Responsibilities Include:

Service Desk Management

• Oversee the College's primary customer-facing IT support operation
• Ensure timely resolution of tickets, calls, and walk-ins
• Mentor, coach, and manage full-time staff, student employees, and contractors
• Develop ITSM best practices, SOPs, workflows, and knowledge base content
• Build dashboards, KPIs, and processes that help us meet SLAs and spot trends
• Configure and enhance ServiceNow workflows for the Sciences IT organization
• Provide hands-on support when needed across hardware, software, and networking

Technology Solutions and Support

• Partner with Sciences IT teams to develop tools and systems for endpoint lifecycle management (inventory, OS deployment, software installation, workstation setup, etc.)
• Support Windows, macOS, and iOS environments across the College
• Collaborate with campus IT organizations on projects and technical solutions
• Serve as the College's subject matter expert for Google Workspace and other enterprise tools
• Lead major technical initiatives, including transitions, upgrades, re-engineering efforts, and vendor partnerships
• Explore emerging technologies through engagement with regional and national IT organizations

Leadership

• Act as the College's expert in IT Service Management
• Advise the Director of IT on operational and strategic decisions
• Contribute to IT strategy, portfolio management, and organizational planning
• Collaborate with Sciences leadership to ensure IT services align with College priorities
• Participate in budget/resource planning and represent Sciences IT on campus committees
• Lead team meetings and act as an escalation point in the Director's absence

You are an ideal candidate if you:

• Combine strong technical ability with leadership and communication skills
• Understand best practices in IT Service Management (ITIL or similar)
• Enjoy developing people, improving processes, and creating scalable solutions
• Are energized by collaboration and want to be part of a team that values innovation
• Can balance hands-on support with strategic planning

Other Responsibilities

• Position supervises temporary student workers
• Other duties as assigned by the supervisor

Qualifications

Minimum Education and Experience

• Master's degree or Bachelor's degree with 0-2 years of relevant experience or an equivalent combination of education, training, and relevant experience.
• For management-level roles, include 1-2 years of supervisory experience with the above requirements.

Other Required Qualifications

• Excellent communication skills and customer service-oriented

• Works well in a collaborative team environment and is comfortable working under pressure
• Experience using ITIL-based service management processes to deliver support (e.g., incident management, service request management, knowledge management).
• Experience with installation or repair of internal and external computer hardware components (e.g. storage drive, ram modules, power supply units)
• Knowledge of enterprise-level network fundamentals and hardware (e.g. cables, hubs, vlan, wlan, ping, dhcp)
• Basic understanding of data classifications and familiarity for secure handling of sensitive data
• Experience with Windows, Mac, and iPad configuration and technical support
• Experience with Active Directory, SCCM/MECM, and Jamf, Apple School Manager
• Experience with ServiceNow or other IT Ticketing System
• Experience developing communications and documentation for use by end users and technical staff
• Servicedesk Team Management

Preferred Qualifications

• Applied Project and Change Management skills
• Experience supporting IT in Higher Ed

Required License(s) or Certification(s)

N/A

Valid NC Driver's License required
Yes

Commercial Driver's License required
No

Recruitment Dates and Special Instructions

Job Open Date
04/06/2026

Anticipated Close Date
Open Until Filled

Special Instructions to Applicants

In addition to a fully completed application please submit a cover letter, resume, and the contact information for at least 3 professional references.

Position Details

Position Number
00111974

Position Type
EPS/SAAO

Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.0

Appointment
12 Month Recurring

Mandatory Designation - Adverse Weather
Non Mandatory - Adverse Weather

Mandatory Designation - Emergency Events
Non Mandatory - Emergency Event

Department ID
170101 - College of Sciences - Dean

EEO

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at or .

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.