Pike Corporation · 3 hours ago
Service Desk Manager
Fort Mill, SC
Full-time
Onsite
Senior Level
5+ years expPike Corporation is a leading provider of construction, repair, and engineering services for electric and gas utilities, as well as telecommunications companies. They are seeking a Service Desk Manager responsible for overseeing technical support personnel, ensuring top-tier customer service, and aligning procedures with ITIL processes.
AutomotiveElectrical DistributionElectronics
Responsibilities
Train, coach and mentor Service Desk Analysts (Level 1 and 2)
Build/obtain training material on systems and processes for support staff
Interact with internal and external customers
Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Create Services Level Agreements to set expectations for user base and measure performance
Develop an effective and workable framework for managing and improving customer IT support
Provide data and reporting of KPI’s and trends to IT department and others
Manage process for communicating incident management activities to the organization
Manage vendor relationships as it depends on daily operational needs
Determine root cause of issues and communicate appropriately to internal and external customers
Researches, recommends and implements solutions
Report on Incident and Service Request data to monitor health of IT, measure team and individual performance, and identify trends
Primary stakeholder on influencing Incident and Service Request configuration and usage in IT Service Management tool
Advocate across the IT organization on best practice and standardized use of IT Service Management tool
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, related area or equivalent work experience
5+ years of experience in a large corporate environment preferred
3+ years of managing support teams, policies, workflows, and processes
Strong understanding of Microsoft O365, SCCM, Windows 7, and Windows 10 experience required
Basic understanding of networking concepts and protocols
Excellent customer service skills
Effective written and oral communication skills
Strong organization skills, including ability to prioritize multiple tasks/workloads, delegate, and set and accomplish goals
Ability to communicate effectively with all levels of IT staff and well as other departments on issues of varying complexity; good judgement and flexibility in response
Preferred
5+ years of experience in a large corporate environment preferred
Microsoft certification(s) or CompTIA A+ experience preferred
Experience utilizing Automatic Call Distribution (ACD) solutions
Company
Pike Corporation
The Pike family of companies is a leading provider of utilities solutions to over 300 investor-owned, municipal and cooperative utilities in the United States.
10001+ employees
H1B Sponsorship
Pike Corporation 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
2024 (1)
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
La CaisseLindsay Goldberg
2025-11-17Private Equity
2025-11-17Acquired
2020-12-21Private Equity
Leadership Team
Eric Pike
Chairman and CEO
Richard Wimmer
Advisor To Chief Executive Officer
Recent News
Company data provided by crunchbase