Cloud IT Operations Leader | Azure & Service Desk

The Intersect Group; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

The Intersect Group is seeking a Senior Manager, IT Operations in Atlanta to lead enterprise IT support, end-user computing, and endpoint management while modernizing service delivery. This role reports to the Director of IT Infrastructure & Operations and focuses on scaling a Tier 1 Service Desk and serving as a senior escalation resource for complex issues.

Ideal candidates bring hands-on Azure experience, cloud modernization, ITSM proficiency, and strong leadership to drive process

Qualifications

• Significant experience leading enterprise IT Operations, Help Desk, Service Desk, or end-user computing teams.
• Strong hands-on experience with Microsoft Azure and cloud environments.
• Experience with Microsoft 365, Intune, Entra ID, endpoint management, software deployment, and patching.

Responsibilities

• Lead Help Desk, Service Desk, end-user support, and endpoint-management operations.
• Establish Tier 1, Tier 2, Tier 3, and escalation responsibilities.
• Build and mature a centralized Tier 1 Service Desk/Call Center.
• Serve as Tier 4 escalation resource for complex cloud, endpoint, identity, and end-user tech issues.
• Support cloud modernization initiatives involving Azure, Microsoft 365, Intune, Entra ID, Teams, and OneDrive.
• Improve incident management, problem management, request fulfillment, onboarding, offboarding, and major-incident processes.
• Standardize endpoint provisioning, software deployment, patching, device compliance, and lifecycle management.
• Develop SLAs, operational metrics, runbooks, knowledge articles, and self-service resources.
• Partner with Infrastructure, Security, Enterprise Applications, and leadership to eliminate recurring issues.
• Lead, coach, and develop IT Operations and support personnel.
• Manage technology vendors and external partners.

Job description

The Intersect Group is seeking a Senior Manager, IT Operations in Atlanta to lead enterprise IT support, end-user computing, and endpoint management while modernizing service delivery. This role reports to the Director of IT Infrastructure & Operations and focuses on scaling a Tier 1 Service Desk and serving as a senior escalation resource for complex issues.

Ideal candidates bring hands-on Azure experience, cloud modernization, ITSM proficiency, and strong leadership to drive process