Helpdesk / Support Team Manager

Overview

Join our dynamic IT support leadership team as a Helpdesk / Support Team Manager, where you'll spearhead the delivery of exceptional technical support and oversee a talented team of IT professionals. This role is pivotal in ensuring seamless IT operations, maintaining high standards of service delivery, and driving continuous improvement across our infrastructure. If you thrive in a fast-paced environment, possess a passion for technology, and excel at leading teams, this opportunity offers an exciting platform to make a significant impact. Your expertise will help us uphold our commitment to reliable, secure, and efficient IT services that empower our organization to succeed.

Responsibilities

• Lead the daily operation of the Support Team, including staffing, scheduling, coverage, queue health, ticket aging, service level performance, workload balance, and readiness for expected and unexpected demand.
• Set priorities and reallocate resources based on urgency, client impact, business needs, and emerging escalation risks.
• Manage, coach, and develop Systems Engineers through regular one on one meetings, training, documented feedback, development planning, performance evaluations, and timely performance management.
• Establish clear performance expectations, monitor results, and provide management with meaningful reporting on team performance, service quality, capacity, and operational risks.
• Maintain clear escalation paths and ensure urgent or complex issues have an accountable owner, documented next steps, appropriate communication, and timely resolution.
• Review ticket quality and reinforce standards for technical accuracy, documentation, client communication, time entry, resolution notes, and knowledge sharing.
• Identify recurring issues, process failures, automation opportunities, and training needs, then coordinate improvements with the Director of IT Operations and other practice leaders.
• Partner with Customer Success Managers to share support trends and client impact while maintaining clear ownership between relationship management and technical service delivery.
• Provide direct technical support only when necessary to resolve a critical escalation, remove a significant bottleneck, or protect client outcomes without displacing the role’s primary leadership responsibilities.

Experience

• Proven supervisory experience managing IT support or helpdesk teams within a fast-paced environment.
• Strong background in systems engineering with expertise in business IT environments including Windows Server infrastructure, and cloud services such as M365, Google Workspace, AWS and Azure.
• Demonstrated knowledge of ITIL frameworks for service management along with experience using tools like ServiceNow or HaloPSA for ticketing and workflow automation.
• Experience implementing security measures such as network security protocols, information security policies, disaster recovery plans, and business continuity planning.
• Ability to communicate complex technical concepts clearly across teams while maintaining organizational skills necessary for managing multiple priorities effectively.
• Excellent leadership and people management skills.
• Strong customer service skills.

This role offers an energetic environment where your leadership will directly influence the stability and growth of our IT infrastructure—empowering teams to innovate while ensuring robust support services across the organization.

Core Values Alignment

At CCP Technologies, how results are achieved is as important as the results themselves. The Support Team Manager demonstrates Honesty Is Our Foundation by communicating service risks, missed commitments, performance concerns, and mistakes clearly and early. The manager demonstrates Swift Service, Stellar Results by creating urgency, setting clear priorities, reinforcing timely communication, and holding the team accountable for strong technical and client outcomes. The manager demonstrates Teamwork Makes Us Stronger by coordinating effectively across Support, Customer Success, Operations, Security, Projects, vendors, and leadership while sharing context and maintaining clear ownership. The manager remains Inspired and Engaged by developing team members, using data to improve operations, encouraging knowledge sharing, and pursuing practical improvements in process, tooling, automation, and the client experience.

Pay: $90,000.00 - $105,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Work Location: Hybrid remote in Charlotte, NC 28270