> Markdown version of [/jobs/ext/1217016-it-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1217016-it-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Manager - **Company:** Trillium Health Resources - **Location:** United States (Remote available) - **Salary:** $81,159.0 - $113,115.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Amazon Web Services, Microsoft Azure, Cable Modem, Software as a Service, Cloud Computing, Control Objectives for Information and Related Technology (COBIT), Computer Engineering, Digital Subscriber Line (DSL), Infrastructure as a Service (IaaS), PC Tools, Intrusion Detection and Prevention, Microsoft Office, Platform as a Service (PAAS), TCP/IP, Wi-Fi Technology, Network Routers, Software Security, Home Networking, Information Technology, Malware Detection, Virtual Private Clouds, Cisco - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d6c23fc9f62b9dc9 ## About the Role * Associate's degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and three (3) years' experience in: + PC software and hardware installation and troubleshooting + TCP/IP Fundamentals + Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365), + Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR * Bachelor's degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and one (1) year experience in: + PC software and hardware installation and troubleshooting + TCP/IP Fundamentals + Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365), + Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response); OR * Equivalent combination of education/experience. * Must have a valid driver's license. * Must reside within North Carolina. * Must be able to travel within catchment as required. Preferred: * Supervision of two (2) or more employees * Experience with two (2) or more of the following: + Email concepts and troubleshooting + Advanced phone skills (Call transfers, Call forwarding, Directory lookups, Voicemail, Conferencing, Call queues, or Dial Plans) + Video / teleconferencing equipment (Cisco Telepresence) + Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI) + Current cell phone technology and how to manage devices (Mobile Device Management MDM + Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS) + ITIL V3 standards + Industry standard project management principles (PMI/PMP) + IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT) * One or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, Azure. ## Description Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives. Why Work for Us? Trillium believes that empowering others begins with supporting our team. We offer our employees: * A collaborative, mission-driven work environment * Competitive benefits and work-from-home options for most positions * Opportunities for professional growth in a diverse inclusive culture Every day, our work changes lives - from children thriving through early intervention and school-based therapies, to adults with severe mental illness living independently and contributing to their communities. If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today! What We're Looking For Trillium Health Resources has a career opening for an IT Service Desk Manager to join our team! The IT Service Desk Manager is responsible for developing and delivering one or more IT services to an internal or external customer. The role is accountable for designing, building, and enhancing the service, as well as service delivery. The role also works with business leaders to align business needs, support infrastructure and architectures, technology initiatives, and external providers to select, operationalize, and maintain information technologies. On a typical day, you might: * Develop the service strategy for one or more services in the IT organization * Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization * Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization's service catalog * Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services * Set up, manage, and evaluate end to end Service Desk processes and workflows ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Wolfenstein 3D Postmortem](https://www.wearedevelopers.com/videos/525-wolfenstein-3d-postmortem) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)