IT Service Desk Manager

Overview:

CBC is seeking an experienced IT Service Desk Manager to lead and enhance end-to-end IT user support operations. This role supervises Service Desk staff, drives service excellence, and improves ticket lifecycle and knowledge management processes. The ideal candidate brings hands-on technical support experience, strong leadership skills, and a solid understanding of Windows environments, IT support tools, and IT support best practices.

This position requires a proactive, hands-on leader who can strengthen service delivery, improve the user experience, and improve accountability through metrics. Strong communication, critical thinking, and problem-solving skills are essential. This is an experienced technical supervisor role.

Key Responsibilities and Essential Functions:

IT Service Desk Management:

• Maintain a strong understanding of CBC’s business units and their IT support needs.
• Own the strategy and processes to keep user PCs updated, healthy, and secure.
• Supervise a small team of technicians, balancing daily support operations with user-impacting projects while meeting deadlines, budgets, and quality standards.
• Mentor technicians on technical skills and best practices;identifyskill gaps and coordinateappropriate training.
• Lead regular team stand-ups, 1:1 meetings, performance reviews, escalation reviews, and incident discussions, documenting outcomes asappropriate.

Customer Support:

• Promote a high standard of customer service, communication, and expectation management across the team.
• Build strong relationships with business stakeholders to align service delivery with their needs.
• Oversee customer satisfaction surveys and follow up on feedback from completed tickets.

Asset Management:

• Guide hardware standards and lifecycle planning to ensureoptimalPC performance.
• Own PC inventory, asset tracking,asset tagging,and lifecycle management.
• Manage ordering, warranty repairs, RMAs, and budgeting for PCs and peripherals.
• Assistin the patching of computer hardware and software.

Leadership and Strategy:

• Provide thought leadership and mentorship in infrastructure management and design.
• Engage and influence IT, internal customers, and vendor stakeholders.
• Stay current on industry trends and recommend improvements to tools, processes, and service delivery.
• Adapt effectively to change and navigate ambiguity.

Cross-Functional Collaboration:

• Partner with cybersecurity, IT teams, and company leadership to support cohesive and effective operations.
• Assistin managing incidents and escalations.
• Continuously evaluate and improve team processes and capabilities through training and development initiatives.

Required Qualifications:

• Fluency in spoken and written English with demonstrable ability to write clear and concise documentation withouthaving to rely onAI.
• 4+ years'directexperience inITservice desk/IThelp deskoperationsmanagement.
• 4+ years'directexperiencein employee management andengagement.
• 3+ years’directexperience inWindows OS and ecosystem support.
• 2+ years’directexperience inIT support tools, Active Directory, Microsoft 365.
• At least anassociate’sdegreeand relevantITcertifications.
• Confidence tofacilitatemeetings and manage stakeholders effectively.
• Assertiveness to get the data, deliverables, andoutcomesrequired.

Preferred Qualifications:

• Experience in documentation, process creation, and knowledge management.
• Excellent understanding of IT concepts:Windows OS,Mac OS, Linux OS,DNS,email,OneDrive,SharePoint, andcybersecurity.
• Experienceinautomating PC builds, reporting on metrics/KPI, endpointsecurity.
• Relevant Microsoftcertifications.
• Current ITIL certification.

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.

• Capability topresentinformationto audiences of varying sizes.
• Close vision and ability to differentiate colorsfor documents, tickets, charts, etc.
• Able to occasionally lift30 poundsandhandle computer equipment.

Work Conditions: The work conditions and characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Navigate an office environment and security doors.
• Operatecomputers, phones, andconference room equipment.
• Occasional need tonavigate datacenteror data closets.
• Occasionalprojectworkonholidays/weekends/on call.
• Occasional travel to other CBCsitesas necessary.

Benefits:

• Competitive salary based on experience.
• Benefits packageincluding:
• Comprehensive health insuranceplan options
• Vision and Dental Insurance
• Company sponsored life insurance
• Numerous voluntary benefit options – legal plans, pet insurance, discountedhomeandautoand more!
• 401K with company match
• Generous paid time off
• 9 paid company holidays
• Opportunities for professional development and career growth.
• Dynamic and inclusive work environment with a supportive team culture.
• Exciting projects and growth opportunities within a leading organization.
• Opportunities to attend free local events, such as sporting events, concerts, shows, and more.

Pre-Employment Information:

• A pre-employmentdrug screening isrequired.
• Capitol Broadcasting Companyparticipatesin E-Verify.

EEO Statement:

Capitol Broadcasting Company is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

CBC Statement:

Capitol Broadcasting Company, Inc. is a diversified communications leader which owns and/or operates WRAL-TV, WRAZ-TV, WRAL News+ (WNGT-CD), WRAL-FM, WRAL-HD2, WCMC-FM, WCMC-HD1, WDNC-AM, WCMC-HD2, WCMC-HD3, WCLY-AM, WCMC-HD4, Microspace Communications, and Capitol B Creative in Raleigh, NC; WILM-TV, WILT-LD and Sunrise Broadcasting in Wilmington, NC; The Durham Bulls Baseball Club, Bull City Hospitality, and the Coastal Plain League in Durham, NC; The Holly Springs Salamanders in Holly Springs, NC; the Zebulon CPL team in Zebulon, NC; the American Underground startup hub and workspace in Durham, NC; and real estate interests including the American Tobacco Historic District in Durham, NC, and Rocky Mount Mills in Rocky Mount, NC.