Rimkus Consulting Group, Inc

IT Service Desk Manager

Rimkus Consulting Group, Inc • $80K — $95K *
Chapel Hill, NC 27516In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of progressive IT experience.
  • 3+ years managing or leading an IT Service Desk or Help Desk team.
  • Strong Microsoft 365 and Windows troubleshooting experience.
  • Experience with Active Directory/Entra ID and endpoint support.
  • Familiarity with ITSM/ticketing platforms and ITIL practices.
  • Strong understanding of SLAs, KPIs, and incident management.
  • Proficient coaching and developing technical support teams.

Responsibilities

  • Establish and document procedures for identifying, receiving, and resolving problems.
  • Promote excellent customer service and enforce quality guidelines for support interactions.
  • Analyze service desk metrics to identify trends and manage workload effectively.
  • Mentor and train the service desk team for timely support of internal customers.
  • Seek innovative solutions to complex technical problems.
  • Screen and recruit qualified applicants for the support team.
  • Monitor the ticketing queue and manage escalations for complex issues.

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
Full Job Description
A Service Desk Manager at Rimkus leads the technical support team to provide responsive, high-quality assistance for engineers, forensic consultants, and corporate staff across multiple locations. The Service Desk Manager oversees daily support operations and manages service level agreements (SLAs). You will ensure that internal users receive fast and reliable resolution for hardware, software, and network issues. This role combines team leadership, process improvement, and hands-on technical escalation management.

Key Responsibilities:

  • Establish, document, and implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Work with the service desk team to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for customer interactions, completing services, and overall customer satisfaction.
  • Gather and analyze metrics to benchmark the service desk workload/performance and identify trends required to devise preventative solutions, process improvements, schedules, after hour support, ticket management and call/event escalation.
  • Mentor and train Service Desk team to ensure that internal customer needs are addressed in a timely fashion.
  • Seek innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework.
  • Work to screen and recruit qualified applicants and participate in the interview process.
  • Supervise, mentor, and train helpdesk technicians and support analysts. Schedule shifts to guarantee continuous support coverage.
  • Oversee the ticketing queue. Monitor response times, assign tasks, and act as the main escalation point for complex technical problems.
  • Track key performance indicators (KPIs). Report daily metrics and service trends to IT leadership.
  • Develop and enforce helpdesk policies, procedures, and best practices. Update knowledge management tools and self-service resources to reduce recurring incidents.
  • Ensure seamless remote and office IT support for a mobile consulting workforce. Evaluate, recommend, and implement new helpdesk tools or remote-control software. The Service Desk Manager is responsible for providing oversight to both local and remote technicians/analysts on a day-to-day basis, ensuring appropriate support service levels are met and providing hands-on technical and analytical support resolving service desk tickets as needed.


Requirements
  • 7+ years of progressive IT experience.
  • 3+ years managing or leading an IT Service Desk or Help Desk team.
  • Strong Microsoft 365 and Windows troubleshooting experience.
  • Experience with Active Directory/Entra ID and endpoint support.
  • Experience with ITSM/ticketing platforms and ITIL practices.
  • Strong understanding of SLAs, KPIs, incident management, and escalations.
  • Proven experience coaching and developing technical support teams.
  • Excellent communication, customer service, organization, and problem-solving skills.
  • Experience supporting multiple offices or locations is preferred.
  • Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
  • ITIL certification and Microsoft certifications are considered assets.

Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development

About Rimkus Consulting Group, Inc

Rimkus Consulting Group, Inc is a consulting firm that provides a range of services, including forensic engineering, environmental consulting, and construction consulting. The company works with clients in a variety of industries, including insurance, legal, and construction. Rimkus Consulting Group, Inc is committed to providing high-quality, objective analysis and advice to its clients. The company has a team of experienced professionals who are experts in their respective fields.
Learn more about Rimkus Consulting Group, Inc
Size
500 employees
Industry
Business Services
Founded
1983
* Ladders Estimates

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