IT Services Manager

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