IT Service Desk Manager - Onsite Charlotte NC

Overview

The IT Service Desk Manager is responsible for leading and overseeing all end-user support services across Tepper Sports & Entertainment. This role manages the day-to-day operations of the helpdesk function and provides direct leadership to support engineers, ensuring high-quality, timely, and customer-focused IT support for corporate staff, venue operations, and event-driven environments.

• Department: Blue Mantis
• Employment Type: Full Time
• Location: Onsite
• Workplace Type: Onsite
• Compensation: $80,000 - $100,000 / year

The IT Service Desk Manager plays a key role in maturing support processes, improving user satisfaction, and ensuring support operations scale effectively to meet business and event demands.

• Oversees daily helpdesk operations, ensuring consistent, high-quality technical support across all client site locations and events.
• Directly manages and develops a team of support engineers, including task assignment, performance management, coaching, and professional development.
• Establishes and enforces service standards, SLAs, and support workflows to ensure timely issue resolution.
• Acts as the escalation point for complex or high-impact incidents, coordinating resolution across infrastructure, network, cybersecurity, and application teams as needed.
• Partners with Technology leadership to align helpdesk services with business priorities and operational needs.
• Manages ticketing systems, support queues, and reporting to track performance, trends, and areas for improvement.
• Drives continuous improvement of helpdesk processes, documentation, and knowledge bases.
• Coordinates support coverage for high-profile events, game days, and off-hours operations.
• Collaborates with vendors and managed service providers supporting end-user technologies.
• Ensures adherence to security policies, access controls, and data protection standards within support operations.
• Communicates effectively with stakeholders to set expectations and provide visibility into support performance.
• Oversees end-user asset management, ensuring accurate inventory tracking for laptops, desktops, peripherals, and mobile devices.
• Owns device lifecycle management, including forecasting hardware refresh cycles and replacement needs based on age, performance, and business requirements.
• Partners with Finance and Technology leadership to plan and forecast hardware spend for employee equipment.
• Manages hardware procurement for employee devices, including vendor coordination, ordering, receiving, and deployment.
• Establishes and maintains standard device configurations to improve supportability, security, and cost efficiency.
• Ensures proper asset assignment, recovery, and disposal in alignment with security and compliance requirements.
• Maintains asset documentation and reporting to support audits, budgeting, and operational planning.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience in IT support roles, with at least 2 years in a supervisory or managerial capacity.
• Hands-on experience supporting Windows and macOS environments, M365, identity and access management, endpoint management, and common enterprise applications.
• Experience managing helpdesk or ITSM platforms and support workflows.
• Familiarity with ITIL or other service management frameworks preferred.
• Experience supporting large venues, events, or dynamic operational environments is a plus.

• Strong leadership and people management skills with a focus on accountability and service excellence
• Deep understanding of end-user support operations and IT service management principles
• Ability to operate effectively in fast-paced, high-visibility environments
• Excellent communication skills with both technical and non-technical users
• Data-driven mindset with the ability to use metrics to improve service delivery

• This job operates in a professional office environment, and will require work at stadium events, as mentioned above, on nights, weekends, and holidays. It may also require travel to off-site partnership events.
• Work is mixed…