Job Description
Job Type
Full-time
Description
Position Overview: The IT Services Manager in The Roman Catholic Diocese of Charlotte is responsible for leading and optimizing day-to-day IT operations in support of The Diocese of Charlotte's central administration, churches, schools, and affiliated ministries, ensuring reliable end-user support, and enabling technical capability across infrastructure and cloud services. This role serves as the primary bridge between Tier 1-2 helpdesk operations and Tier 3 technical staff, ensuring reliable, secure, and mission-aligned technology services.
This position combines people leadership and technical expertise to ensure high service and operations quality.
Essential Duties and Responsibilities Technology Operations & Technical Support: - Provide hands-on support and guidance for Tier 3 infrastructure issues, identity management (Azure/Entra), SaaS admin, and endpoint support.
- Partner with the organization's Tier 3 Administrators to coordinate deployments, mitigate major incidents, and perform technology upgrades.
- Contribute to onboarding and training processes for new employees (applications, accounts, access).
- Administer identity governance (Azure/Entra ID), audit security group access, and ensure least privilege access.
- Enforce security standards for endpoints, SaaS platforms, and user access.
Leadership & Collaboration: - Act as the bridge between helpdesk staff, Tier 3 Administrators, the church, school, and Central Administration stakeholders.
- Promote a team culture focused on service excellence, accountability, and continuous improvement.
- Coordinate with cross-functional partners on project execution and change initiatives.
Service Delivery & Support: - Lead and manage IT support delivery through the helpdesk ticketing system; optimize workflows, escalations, and SLAs.
- Supervise and develop helpdesk staff; set performance goals and conduct regular coaching.
- Ensure efficient incident, request, problem, and change management practices.
- Maintain accurate reports on ticket volume, backlog, response/resolve times, and trend analysis.
Process & Documentation: - Review and enhance helpdesk automations, workflows, knowledge base, and documentation.
- Standardize processes for onboarding, offboarding, escalation paths, and recurring service tasks.
- Ensure asset and configuration management remains accurate and operationally useful.
Requirements
Required Qualifications Education - Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
- Equivalent professional experience may be considered in lieu of a degree
Experience - 5+ years of progressive IT experience, including at least 2 years in a supervisory or people-management role
• Demonstrated experience managing an IT helpdesk or service desk environment
• Experience with Autotask or similar professional services automation and/or IT service management tools.
- Hands-on experience with:
- Microsoft Azure and Entra ID
- User account management using group-based roles
- Technical documentation and report writing
Certifications (Expected or Strongly Preferred) - Microsoft certifications (e.g., Azure Administrator Associate, Identity and Access Administrator)
- CompTIA Security+, Network+, or similar credentials are a plus
Job Tags
Full time