Service Desk Manager in Fort Mill, South Carolina at AccruePartners

Date Posted: 11/13/2019

Job Snapshot

Job Description


  • A stable, privately held company in the energy sector with various locations throughout NC
  • One of the largest providers of Energy Solutions in the United States, with the senior management team fielding more than 150 years combined experience in the electric industry.
  • Our client provides engineering, construction and maintenance for distribution and transmission powerlines, substations, Engineering, Procurement and Construction (EPC) projects and renewable energy projects.


  • Opportunity to be a part of building out the Service Desk team and function within a privately held industry leader.
  • Competitive base pay and benefit package.
  • A company culture that offers a family friendly environment and promotes internal growth.


  • 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
  • Excellent customer service skills.
  • 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.