Service Desk Manager

Position Summary: The Service Desk Manager will be responsible for level one technical support personnel in providing top tier customer service over the phones, in addition to the Service Desk . The candidate must have strong leadership skills along with a deep passion for aligning procedures with ITIL processes, and base efforts around consistent positive experiences for end users.

Essential Functions:

• 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.
• 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.
• Microsoft certification(s) or CompTIA A+ experience preferred.
• Experience utilizing Automatic Call Distribution (ACD) solutions
• Strong understanding of Microsoft O365, SCCM, Windows 7, and Windows 10 experience required.
• Basic understanding of networking concepts and protocols
• 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.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). The employee may be subject to one or more of the following atmospheric conditions that affect the respiratory system of the skin: fumes, odors, dust, mists, gases, or poor ventilation.

Competencies:

• Self-Motivated
• Team-Oriented
• Customer Oriented
• Must be able to follow Company safety rules and all other Company policies.

Pike Enterprises, LLC is an Equal Opportunity Employer

EOE/Minorities/Females/Vet/Disabled

NOTE:

This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

About Us

Founded in 1945, Pike is a leading provider of construction, repair and engineering services for electric and gas utilities, as well as telecommunications companies with a growing portfolio of turnkey renewable projects. We work with hundreds of utility clients across the country, and we continuously expand our offerings to supply our customers with the ideas, technology, experience, manpower and equipment to perform any job.

“Essential” is the one word that sums up who we are, the work we do and what our people mean to us. Each of our employees plays a critical role in ensuring that infrastructure systems are up and running when people and businesses need them.

Pike is a family-oriented workplace with a strong culture of safety, collaboration, innovation and exceptional customer service.

Corporate Join our team of operational and safety leaders. We offer exciting opportunities in corporate roles across our family of companies throughout the country.

• Job Identification
• Job Category IT
• Posting Date 01/12/2026, 08:00 PM
• Apply Before 04/03/2026, 06:59 PM
• Job Schedule Full time
• Locations 401 Steele Street, Fort Mill, SC, 29715, US