IT Services Manager at Roman Catholic Diocese of Charlotte

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Operations, End-User Support, Infrastructure, Cloud Services, Helpdesk Management, Azure, Entra ID, SaaS Administration, Endpoint Support, Identity Governance, Security Standards, Service Delivery, SLA Management, Incident Management, Change Management, Process Automation

Industry

Religious Institutions

Description

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

Responsibilities

The IT Services Manager leads and optimizes daily IT operations for the Diocese, churches, and schools, serving as the critical link between Tier 1-2 helpdesk support and Tier 3 technical staff. This role involves hands-on technical guidance, supervising helpdesk staff, managing service delivery workflows, and enforcing security standards across infrastructure and cloud services.