Service Desk Manager

Job overview

The Service Desk Manager role is onsite in Yadkinville, NC; compensation is not specified, though the posting describes competitive pay and an excellent benefits package. The manager leads Zirrus’s managed services desk and supports client service delivery. The role develops technical staff, oversees support operations, and improves performance against service-level and operational goals. Through metrics, client communication, process improvement, and coordination with stakeholders, the manager works to improve resolution, productivity, and user satisfaction.

What you'll do

• Coach and mentor employees and conduct performance reviews
• manage daily service desk operations, ticket triage, and resolution
• maintain staffing and on-call schedules
• improve workflows and knowledge-base documentation
• develop and present service metrics
• manage client relationships, business reviews, and escalations
• oversee incident, request, and escalation management
• monitor service levels and recurring issues
• coordinate workload and training
• recommend service improvements.

What we're looking for

Skills & competencies

service desk manager

yadkinville nc

zirrus

managed services

service desk operations

technical support

incident management

kpi reporting

client relations

team leadership

on-call scheduling

process improvement

Work arrangement

• Weekend coverage required

Benefits & perks

• Competitive pay and benefits package
• professional growth and development opportunities.

Why this role

First-year goals include improving service-level compliance, reducing backlog and aging, increasing productivity and satisfaction, and presenting monthly operational reviews.

About the employer

Zirrus is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.