IT Service Desk Manager

Trillium Health Resources

IT Service Desk Manager developing IT services and ensuring service delivery for Trillium Health Resources. Collaborating with business leaders and managing end-to-end service desk processes.

Posted 7/8/2026full-timeRemote • North Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $81,159 - $113,115 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudPMPTCP/IP

About the role

Key responsibilities & impact

Develop the service strategy for one or more services in the IT organization
Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization
Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog
Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services
Set up, manage, and evaluate end to end Service Desk processes and workflows

Requirements

What you’ll need

Associate’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and three (3) years’ experience in PC software and hardware installation and troubleshooting
TCP/IP Fundamentals
Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365)
Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response)
OR Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and one (1) year experience in PC software and hardware installation and troubleshooting
TCP/IP Fundamentals
Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365)
Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response)
OR Equivalent combination of education/experience.
Must have a valid driver’s license.
Must reside within North Carolina.
Must be able to travel within catchment as required.
Preferred: Supervision of two (2) or more employees
Experience with two (2) or more of the following: Email concepts and troubleshooting
Advanced phone skills (Call transfers, Call forwarding, Directory lookups, Voicemail, Conferencing, Call queues, or Dial Plans)
Video/teleconferencing equipment (Cisco Telepresence)
Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI)
Current cell phone technology and how to manage devices (Mobile Device Management MDM)
Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS)
ITIL V3 standards
Industry standard project management principles (PMI/PMP)
IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT)
One or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, Azure.

Benefits

Comp & perks

Health Insurance with no premium for employee coverage
Flexible Spending Accounts
24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year
NC Local Government Retirement Pension (defined-benefit plan)
401k with 5% employer match and immediate vesting
Public Service Loan Forgiveness (PSLF) qualifying employer
Quarterly stipend for remote work supplies

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

PC Software InstallationPC Hardware InstallationTCP/IP FundamentalsVirus Scan Anti-MalwareThreat Detection ToolsCloud ResourcesBasic Home NetworkingVideo Teleconferencing EquipmentMobile Device ManagementService-Level Agreements

Soft Skills

Advanced Phone SkillsSupervision of Employees

Certifications

PMPITIL V3CCNACCNPMCSE