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CRC Group · 13 hours ago

Information Technology Service Desk Manager

Charlotte Metro

Full-time

Hybrid

Senior Level

5+ years exp

CRC Group is seeking a highly motivated and customer-focused IT Service Desk Manager to lead their IT Support Team. This hands-on leader will ensure exceptional service delivery and manage daily operations, while overseeing both on-shore and off-shore IT Service Desk teammates, aiming to maintain high levels of customer satisfaction and continuous improvement.

Financial ServicesReal Estate

H1B Sponsor Likely

Responsibilities

Oversee daily operations to ensure timely resolution of incidents and requests

Implement ITIL best practices for incident, problem, and request management

Monitor service desk metrics (response times, resolution rates, customer satisfaction)

Manage escalated support issues requiring on-site presence, including complex troubleshooting, patching, and hardware/software re-installations

Promote a customer-first mindset across the team

Lead, mentor, and develop the service desk team to deliver high-quality support and advance team objectives

Partner with IT Support vendors, and outsourced partners to ensure service excellence

Identify, develop, and communicate new technology standards and best practices

Identify opportunities to streamline workflows and enhance efficiency

Drive automation and self-service initiatives

Maintain documentation of procedures, FAQs, and knowledge base articles

Ensure compliance with IT security standards, policies, and procedures

Serve as the primary point of contact for all IT service requests, incidents, and communications with internal and external customers

Ensure customer satisfaction by delivering excellence in IT products and services, and by consistently demonstrating a professional, positive, and approachable attitude

Champion customer service excellence by ensuring all interactions are empathetic, professional, and solution oriented

Proactively seek out unmet business needs and propose technology-based solutions that enhance user experience and business outcomes

Gather feedback to continuously improve service quality

Act as the technical and communications liaison between IT, business partners, users, and senior management

Participate in IT steering committees and project teams as required

Partner with infrastructure, applications, cybersecurity, and regional IT teams to resolve IT issues

Communicate effectively with executives and stakeholders across diverse geographies

Align service desk operations with enterprise IT strategy and business objectives

Qualification

ITIL Foundations CertificationServiceNow ExperienceTechnical ManagementData GovernanceMS Products M365MS Products AzureCustomer Service ExcellenceAnalytical ThinkingProblem-Solving SkillsLeadership SkillsCommunication SkillsAdaptability

Required

Bachelor's degree and 5–10 years of related experience, or equivalent combination

Must have ITIL Foundations Certification

Strong working ServiceNow Experience

Proven experience in technical management, data governance, and service desk operations

Strong knowledge of current IT hardware, systems software, and trends

Mastery with MS Products such as M365, Active Directory, Azure, MS Office Suite, is required

Demonstrated ability to analyze situations, evaluate alternatives, and implement robust solutions

Strong written and verbal communication skills, with fluency in English

Customer- and business-focused mindset with a commitment to service excellence

Strong problem-solving and analytical skills; ability to work independently and exercise sound judgment

Adaptability to change and willingness to be held accountable for commitments

Ability to manage personnel with minimal supervision and work effectively in a team environment

Sensitivity in handling confidential information and strong organizational skills

Company

CRC Group

CRC Group is one of the largest wholesale providers of property and casualty insurance. It is a sub-organization of Truist Insurance Holdings.

Founded in 1982

Charlotte, North Carolina, USA

5001-10000 employees

https://www.crcgroup.com/

H1B Sponsorship

CRC Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)