McMillan Pazdan Smith Architecture ยท 1 day ago
IT Service Desk Manager
Charlotte, NC
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expMcMillan Pazdan Smith Architecture is a leading architecture and design firm committed to creating impactful, innovative spaces. They are looking for an experienced IT Service Desk Manager to lead their dedicated Service Desk team, overseeing all aspects of service desk operations and ensuring high-quality technical support for employees across multiple offices.
Consulting
Responsibilities
Lead, mentor, and develop a team of technology professionals, fostering a collaborative and positive work environment
Manage team schedules, workload distribution, and performance reviews to ensure optimal coverage and service quality across all office locations
Conduct regular team meetings, training sessions, and individual coaching to enhance technical and customer service skills
Oversee the recruitment, hiring, and onboarding of new Service Desk team members
Develop, implement, and manage Service Level Agreements (SLAs) for IT support services
Monitor service desk performance against SLAs and key performance indicators (KPIs), implementing corrective actions as needed
Generate regular reports on service desk metrics, including ticket volumes, resolution times, first-call resolution rates, and customer satisfaction
Analyze trends in incidents and service requests to identify recurring issues and opportunities for proactive problem management
Ensure all support requests and incidents are logged, prioritized, and resolved efficiently within the ticketing system (experience with AutoTask is a plus)
Oversee the management of IT assets and user accounts
Strong experience managing macOS environments, including device configuration, application deployment, and end-user support
Continuously evaluate and improve service desk processes, procedures, and knowledge base to enhance efficiency and user satisfaction
Develop and maintain documentation for IT support policies, procedures, and user guides
Collaborate with other IT teams and departments to ensure seamless support and effective resolution of complex technical issues
Stay current with industry best practices, tools, and technologies related to IT service management
Serve as an escalation point for complex or high-priority support issues
Provide hands-on technical support when necessary
Ensure effective communication with end-users regarding the status of their support requests
Manage relationships with IT vendors and service providers as needed
Qualification
Required
Minimum of 10 years of experience in managing IT support teams
Proven experience working in information technology or system administration roles
Demonstrable experience in creating, managing, and reporting on SLAs, service desk performance metrics, and achieving high levels of customer satisfaction
Experience supporting users across multiple office locations in a high growth environment
Strong leadership, coaching, and team-building skills
Excellent communication (written and verbal), interpersonal, and customer service skills
Proven ability to work collaboratively with individuals at all levels of the organization
Strong analytical and problem-solving abilities with a focus on continuous improvement
Proficiency in using IT Service Management (ITSM) ticketing systems (AutoTask preferred)
Solid understanding of IT infrastructure, including hardware, software, networking, and cloud services
Ability to manage multiple priorities and work effectively in a fast-paced environment
Preferred
Experience working in a professional services firm (e.g., architecture, engineering, creative, legal, consulting)
Hands-on experience with Datto RMM and AutoTask PSA
ITIL certification or strong knowledge of ITIL principles
Bachelor's degree in Information Technology, Computer Science, or a related field
Company
McMillan Pazdan Smith Architecture
McMillan Pazdan Smith Architecture is an architecture & planning firm that offers architectural, planning and designing services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Chad Cousins
CEO
Brad B. Smith
Founder, Managing Principal, and Architect
Recent News
2025-09-09
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2025-05-02
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