SHI International

SHI International

Manager - IT Services Support

Charlotte, NC USA

Sponsorship not specified$85k-$110kDetected 27 days ago
AzureAccount ManagementFinancial AnalysisBudgetingPerformance ManagementLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptabilityOrganizational SkillsFinancial Reporting

About the role

  • This role requires a strategic thinker with a strong technical background, excellent leadership capabilities, and a focus on delivering high-quality service, operational excellence, and customer satisfaction.
  • Establish and monitor key performance metrics (e.g., first response time, resolution time, MTTR, backlog, reopen rate, escalation rate, CSAT, service quality)
  • Enforce ticket documentation standards including time entry accuracy, categorization, prioritization, escalation notes, and closure summaries

Responsibilities

  • Can develop and execute business plans to drive growth and profitability.
  • Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization's needs.
  • Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
  • Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
  • Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
  • The Manager of IT Service Support is a people leader responsible for overseeing the delivery of IT services and support across multiple Managed Service Provider (MSP) clients.
  • This individual will lead a team of Support Engineers, ensuring service level agreements (SLAs) are consistently met, tickets are effectively triaged and resolved, and customer expectations are properly managed.
  • The Manager will drive efficiency, accountability, and continuous improvement across service desk operations.
  • Oversee day-to-day IT service support operations, ensuring high-quality service delivery, effective queue management, and SLA adherence
  • Manage ticket lifecycle processes including intake, triage, prioritization, routing, backlog control, and workload balancing across MSP clients

Requirements

  • Strong knowledge of IT service management (ITSM) principles and service desk operations
  • Hands-on experience with ITSM, PSA, RMM, monitoring, and escalation tools
  • Experience managing client relationships and setting expectations around service scope and delivery
  • Excellent communication skills, with the ability to translate technical concepts to business audiences
  • Experience with cloud technologies (e.g., Microsoft 365, Azure), endpoint management, identity platforms, and modern infrastructure
  • Experience with IT support financial management, including budgeting and cost tracking

Skills

  • Ensure ongoing training and skill development of the team in alignment with MSP technologies and client environments

Compensation

  • The estimated annual pay range for this position is $85,000 - $110,000 which includes a base salary and bonus.

Benefits

  • may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
  • shift coverage, PTO planning, and resource allocation to maintain consistent service delivery

Company info

  • Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.
  • Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:
  • Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
  • Continuous professional growth and leadership opportunities.
  • Since 1989, SHI International Corp. has helped organizations change the world through technology.
  • We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.
  • Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.
  • But the heartbeat of SHI is our employees - all 7,000 of them.
  • If you join our team, you'll enjoy:
  • Health, wellness, and financial benefits to offer peace of mind to you and your family.
  • World-class facilities and the technology you need to thrive - in our offices or yours.
  • Act as an escalation point for critical issues, major incidents, and customer-impacting outages, coordinating resolution across stakeholders
  • Manage staffing schedules, shift coverage, PTO planning, and resource allocation to maintain consistent service delivery
  • Collaborate with engineering, service delivery, and account management teams to align support operations with business and client needs
  • Contribute to strategic planning and drive the standardization and continuous improvement of IT support services
  • Identify and implement process improvements, knowledge base enhancements, automation opportunities, and recurring issue reduction initiatives
  • Manage IT support budget, including resource planning, cost control, and financial reporting

Equal opportunity

  • Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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This listing is sourced directly from SHI International's careers page and normalized into a canonical job model.